[Remote] Answer Team Consultant
Note: The job is a remote job and is open to candidates in USA. CVS Health is a leading health solutions company focused on transforming health care. The Answer Team Consultant serves as a single point of contact for customer service inquiries, resolving issues related to enrollment, billing, technical support, and group administration while ensuring a high-quality customer experience.
Responsibilities
- Respond to moderately complex client service inquiries with minimal management intervention
- Deliver high-quality, customer-focused service via phone and virtual channels
- Investigate, analyze, and resolve service requests related to:
- Enrollment and eligibility
- Billing and commissions
- Technical support
- Case installation and group administration
- Serve as a primary liaison between clients and internal departments to ensure timely resolution
- Accurately document customer interactions, actions taken, and follow-up activities
- Support plan administration activities, including plan setup, enrollment processing, and billing coordination
- Partner with functional operations teams to resolve service issues efficiently
- Collaborate with peers to deliver a consistent, world-class customer experience
- Identify opportunities for process improvements and contribute to solution implementation
- Maintain required productivity and phone quality metrics while managing project-related tasks
- Demonstrate accountability for individual and team performance outcomes
- Participate in ongoing self-development and recommend cross-training opportunities
- Perform additional related duties as assigned
Skills
- 6+ Months Call Center or Customer Service Experience
- Basic Computer Skills
- High School Diploma or equivalent
- Ability to resolve moderately complex customer issues independently or with minimal supervision
- Strong organizational, analytical, and problem-solving skills
- Excellent verbal and written communication skills
- Experience delivering customer service in a fast-paced, team-oriented environment
- Proficiency using systems, procedures, and technology to support customer service delivery
- Demonstrated commitment to customer satisfaction and continuous improvement
Benefits
- Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
- No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
- 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.
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