Analyst – CVS Remote Jobs
Job Description
Job Type: Analyst from home
Location: California work from home
Company: CVS Health
The CEO, Investor Relations, and department SVPs receive direct customer input, which this highly visible team triages, investigates, and responds to. In order to provide a resolution that promotes the CVS Health brand favorably, you will be responsible for explicitly communicating via email, phone, and mail to all incoming customer complaints, compliments, and/or enquiries. Several concerns may be present in the complaints or inquiries, necessitating coordination of answers from various business units. Outlook and the Customer Service System are used to receive, evaluate, and manage the content (CSS). While adhering to corporate policy and procedure, you must make sure that resolutions are provided in a fast, accurate, and customer-focused manner. You will also be in charge of spotting trends and new problems as well as handling BBB and state Attorney General offices’ complaints about the agency.
Executive Escalation manages escalated consumer correspondence, emails, and phone calls that CVS Executives receive. In order to conduct research, respond to the customer promptly, and inform senior management of the outcome in a way that is indicative of the company’s vision, mission, and values, this position requires interacting with both internal and external partners.
Together with high-performing cross-functional teams including Caremark Service Recovery Advocate, Legal, Digital, Merchandising, Pharmacy Operations, and Marketing, Executive Office will also collaborate with them. This position facilitates resolution to complaints and/or inquiries received from the Office of the President and is responsible for resolving escalations from CVS Executives. This position requires strong leadership, high caliber organizational skills, as well as highly effective oral and written communication and presentation skills that are representative of CVS Executives and CVS Health.
Responsibilities:
- Contact with customers is prioritized; pharmacy or front shop workflow is determined.
- Make initial contact with the client and communicate the Executive’s expectations.
- Inform the executive and senior leadership of the necessary measures, determine the seriousness of the contact, and then route the matter appropriately for support in resolution (i.e Legal, Risk etc.)
- Follow up with key players to ensure prompt action
- Reach out to the client and provide a solution.
- Follow up by sending an expertly written announcement of the resolve to the executive and senior leadership
- Make sure that little to no rework is required as part of your role.
- Give Training and pertinent CVS departments with uncovered trends and insights.
Pay Scale
The usual pay scale for this position is as follows: 19.50 minimum; 40.10 maximum
Please remember that this range represents the salary range for every position in the job grade that this position belongs to. The location is just one of several variables that will be considered when determining the actual compensation offer.
Requirements:
Required credentials
1+ years of Microsoft Outlook experience
1+ years’ minimum experience in customer service
Recommended Requirements
- Rotating availability on evenings, weekends, and holidays
- Excellent communication skills both in writing and speaking
- Ability to swiftly assess and react to conditions that are always changing. High reliability and self-direction. Proven ability to work as part of a high-performing team.
- Ability to explain complex circumstances in a way that is friendly to customers, deescalate customer escalations with them, and communicate with them
- Experience with a pharmacy and a storefront are advantages.
- Good communication skills both verbally and in writing; capability to work well across several business segments
- Arranged and suitably set priorities
Education
GED or high school diploma is required.