Customer Service Representative - Hybrid (Lansing, MI)

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary

Candidates must reside in close proximity to Lansing, MI and be willing to work 3 days in office (Tuesday, Wednesday, and Thursday). The work hours are 8:30am to 5:00pm Eastern Time Zone.

• Working in front of a computer for approximately 8 hours a day speaking with members on the phone and working on other responsibilities in between calls.

• Answering questions and resolving issues based on phone calls/emails from members and employer groups about Flexible Spending Accounts. 

• Working collaboratively with members and colleagues to deliver world class customer experience.

• Educating & assisting with the member portal. 

• Providing members with related information to answer the unasked questions, e.g. member portal, flexible spending eligible expenses according to plan, etc. 

• Documenting and tracking all contacts, events, and outcomes with members using appropriate systems and processes.

• Identifying trends and any emerging customer service issues and working to develop solutions to address potential problems.

• Taking immediate action when confronted with a problem or made aware of a situation.

Required Qualifications

• 1+ years of customer service experience in a call center environment, with demonstrating ability to be empathetic and compassionate.

• 1+ years of Microsoft Office Suite experience.

• Must have experience working with multiple screens and applications.

• Must be willing and able to go onsite to Lansing, MI office 3 days a week.

Preferred Qualifications

• 1+ years of flexible spending experience.

• Effective organizational skills and ability to manage multiple tasks.

• Excellent customer service and critical thinking skills.

• Effective communication skills, both verbal and written.

Education

• High School Diploma or GED.

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

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. 
 

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.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

Additional details about available benefits are provided during the application process and on Benefits Moments.

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