Customer Relations Supervisor

Auto Import

Job Description:

  • Lead, coach, and develop a team of Pharmacy Technicians and Customer Relations Representatives in a high-volume contact center
  • Monitor and improve operational KPIs including service level, quality, customer satisfaction, productivity, adherence, attendance, and first call resolution
  • Provide coaching, feedback, and performance management
  • Support frontline colleagues with real-time guidance on complex inquiries, escalations, systems navigation, policies, procedures, and knowledge resources
  • Manage and resolve escalated customer concerns received through phone, email, Executive Office, internal business partners, and external vendors
  • Promote exceptional customer experiences while balancing customer needs with business objectives
  • Foster an inclusive, collaborative, and engaging team culture
  • Ensure compliance with CVS Health policies, HIPAA, and applicable state, federal, and regulatory requirements
  • Identify operational trends, customer pain points, and process improvement opportunities
  • Coordinate clinical and non-clinical interventions and resource allocation with leadership
  • Manage daily operations while balancing quality, efficiency, and customer experience
  • Maintain confidentiality when handling sensitive customer, patient, and business information
  • Partner with Operations, Pharmacy, Quality, Training, Workforce Management, Information Technology, and Vendor Management
  • Communicate organizational updates, process changes, technology enhancements, and priorities through meetings, huddles, coaching sessions, and colleague communications
  • Analyze operational performance and recommend improvement strategies
  • Promote accountability, innovation, adaptability, and continuous learning

Requirements:

  • Resident of Alaska, Arizona, Florida, Idaho, Illinois, Massachusetts, New Hampshire, New Mexico, North Carolina, Ohio, Rhode Island, Tennessee, Texas or Vermont due to regulatory compliance
  • Active Pharmacy Technician license in state of residence
  • Ability to obtain Rhode Island Pharmacy Technician license through application and fee
  • Minimum of one consecutive year experience in customer service
  • Ability to maintain a consistent, reliable, and stable internet connection
  • Internal colleagues must be in good standing to be considered
  • 1+ year(s) of experience in retail healthcare, preferably in a high-volume call center
  • 2+ years of leading, coaching, and developing teams
  • 1+ year(s) of experience using MS Office Suite, including Word, Excel, and PowerPoint
  • Experience using call center technologies/applications such as Verint, Avaya, or IEX
  • Experience working with data and analytics
  • Organized and high energy
  • High School diploma, GED, or equivalent work experience is required
  • Pharmacy Technician license

Benefits:

  • CVS Health bonus, commission or short-term incentive program in addition to base pay
  • Medical coverage
  • Dental coverage
  • Vision coverage
  • Paid time off
  • Retirement savings options
  • Wellness programs
  • Other resources supporting physical, emotional, and financial well-being
  • Comprehensive benefits package for eligible full-time colleagues
Back to blog