<p>At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.</p> <p>As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.</p> <p>Position Summary</p> <p>As a Customer Service Team Lead at Meritain Health, you will be responsible for supporting supervisors and managers in leading and motivating a team to deliver excellent customer service, ensuring client satisfaction, and driving team efficiency through coaching, training, and performance management, while also collaborating with internal and external stakeholders.</p> <p>Key Responsibilities:</p> <ul> <li> <p>Team Leadership and Management:</p> </li><li> <p>Coach and mentor customer service representatives on best practices and skills to achieve high performance and customer satisfaction.</p> </li><li> <p>Act as a subject matter expert to support training programs to enhance team skills and knowledge.</p> </li><li> <p>Monitor team interactions, identify areas for improvement, and implement corrective actions.</p> </li><li> <p>Answer employee questions on products and processes via chat, email, or phone in a timely and effective manner.</p> </li><li> <p>Customer Service Delivery:</p> </li><li> <p>Ensure all customer inquiries and escalations are handled promptly and professionally.</p> </li><li> <p>Resolve customer issues and complaints efficiently and effectively.</p> </li><li> <p>Maintain a high level of customer satisfaction and loyalty.</p> </li><li> <p>Proactively identify opportunities to improve the customer experience.</p> </li><li> <p>Performance and Quality:</p> </li><li> <p>Perform assigned administrative tasks proficiently and effectively.</p> </li><li> <p>Monitor and review calls to ensure quality control measures are in alignment and consistent with service delivery expectations.</p> </li><li> <p>Contribute to the development and implementation of new processes and procedures.</p> </li><li> <p>Collaboration and Communication:</p> </li><li> <p>Collaborate with other departments to ensure seamless customer service delivery.</p> </li><li> <p>Communicate effectively with internal and external stakeholders.</p> </li><li> <p>Represent the customer service team at meetings and events.</p> </li><li> <p>Other Duties:</p> </li><li> <p>May be required to assist with special projects or initiatives as needed.</p> </li><li> <p>Will take calls as needed to clear queues.</p> </li><li> <p>Stay up to date with industry trends and best practices.</p> </li></ul> <p>Required Qualifications</p> <ul> <li>2+ years of experience in a customer service call center environment. </li><li>Working knowledge of Microsoft Office products (Word, Excel, PowerPoint, Outlook). </li><li>Ability to work five 8-hour shifts from Monday-Friday between 7:55am-9:00pm EST. </li></ul> <p>Preferred Qualifications</p> <ul> <li>Experience in the healthcare industry. </li><li>Experience with self-funded or fully insured health care, sales, account management, or TPA (Third-Party Administrator) experience is a plus. </li><li>Strong understanding of customer service principles and best practices. </li><li>Excellent communication, interpersonal, and coaching skills. </li><li>Ability to motivate, multitask and collaborate. </li><li>Strong problem-solving and analytical skills. </li><li>Works well under pressure in a fast-paced environment. </li></ul> <p>Education</p> <p>High school diploma or GED.</p> <p>Anticipated Weekly Hours</p> <p>40</p> <p>Time Type</p> <p>Full time</p> <p>Pay Range</p> <p>The typical pay range for this role is:</p> <p>$18.50 - $42.35</p> <p>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.</p> <p>Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.</p> <p>Great benefits for great people</p> <p>We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:</p> <ul> <li> <p>Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.</p> </li><li> <p>No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.</p> </li><li> <p>Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.</p> </li></ul> <p>For more information, visit https://jobs.cvshealth.com/us/en/benefits</p> <p>We anticipate the application window for this opening will close on: 06/13/2025</p> <p>Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.</p>