Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

The Help Desk Coordinator is a Pharmacy Technician role supporting Customer Relations frontline and pharmacy call inquiries, as well as escalations associated with Retail Pharmacy (from both internal and vendor colleagues). Calls may include Executive Office complaints directly from customers/patients. Applicants must already have or be able to obtain a Pharmacy Technician license in their state of residence, as well as from Rhode Island through application and $25 fee. (Residency restrictions outlined in qualifications below.)

The coordinator supports colleagues by assisting in identifying the root cause of a customer’s complaint and identifying the best resolution on a case-by-case basis.  Coordinators also support colleagues by identifying and guiding agents to tools, resources, and Knowledge Articles that best resolve the customer’s issue, including platforms and systems available in Customer Relations. 

This position may answer and take over escalated calls or emails that require creative solutions to unique problems, as well as positive representation of the Customer Support Department and Retail Customer Care organization. The candidate should demonstrate a positive and can-do attitude, critical thinking, strong communication and persuasion skills, adaptability to fast-paced call center with sound time management skills, and the ability to make appropriate decisions with limited guidance.

Required Qualifications

• Prior CVS Customer Relations knowledge

• 1+ years experience in high volume inbound call center or customer service experience (call center, retail, hospitality)

• Resident of Arizona, Alaska, Florida, Idaho, Illinois, Massachusetts, New Hampshire, North Carolina, Rhode Island, Tennessee, Texas, or Vermont due to regulatory and licensing compliance

• Possess or able to obtain Pharmacy Technician licensure in state of residence and Rhode Island prior to start date

• Internal colleagues must be in good standing to be considered

Preferred Qualifications

• 3+ years’ experience in MS Office

• 1+ year in leadership/supervisory role

• Bilingual in Spanish

Education High School Diploma, GED or equivalent experience required.

Pay Range

The typical pay range for this role is:

$17.00 - $31.30

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.  
 
For more detailed information on available benefits, please visit Benefits | CVS Health

We anticipate the application window for this opening will close on: 10/18/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.