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.

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.

Position Summary
We are recruiting individuals to support our members experiencing technical difficulties within our mobile app or website. This is a member service role, though experience in virtual help desk support is a plus. While members may have difficulties with registration or support resetting a password, our focus is to understand what the member has tried and guide them through the process. Sometimes the request is to help them navigate or understand information contained within the website or mobile app. If there is an issue with the application, then your role would be to escalate to the engineering team. We are looking for individuals who enjoy troubleshooting and finding solutions. Exceptional listening skills are a necessity and ability to communicate directions and adapt them as needed from member to member is a must. IT certifications are not required for this role. Working in a similar help desk support role is preferred but not required.

Our call center is open from 8:00 am to 9:00 pm ET and this is a work from home position. Schedule preferences can be discussed during the interview process but will not be communicated until an offer is extended. You should be willing to work until 9:00 pm ET at least two nights a week. Training will take approximately three weeks and we expect 100% attendance during training which is held from 9:00 am to 5:30 pm ET, Monday through Friday. All equipment will be provided and must be returned upon separation from the company. Only company issued equipment is approved for use.

Required Qualifications
A personal High Speed Broadband internet connection required (100/25 mbps). Proof will be required prior to any confirmation of an offer and start date. To support telephony software, it must be Broadband and meet the minimum required mbps. You must be able to work with a direct connection using an ethernet cord. Wi-Fi is not permitted. Internet is non-reimbursable by the company unless state law mandates it.

A location within your home free from distraction during your scheduled hours.

1 year experience working in a help desk environment assisting with password reset and website navigation is preferred but not required.

1 year experience working in a virtual call center.

Experience taking a high volume of calls or processing a high volume of help tickets in a day (100+/day)

Experience working with a ticketing platform such as Service Now or Remedy is preferred but not required.

Excellent communication skills both verbal and written

Keyboarding skills and able to type 45 WPM with 95% accuracy. You can provide an online test.

Microsoft 360 basic applications (Outlook, Teams, One Drive)

Avaya One X, Five9 or comparable telephonic software knowledge

Foundational knowledge of computers (e.g., navigation, working in multiple windows, basic functions such as copy/paste, basic trouble-shooting skills)

Preferred Qualifications
Experience supporting complex and nuanced work.

Ability to discern key points to assist with problem resolution

Demonstrate ability to handle multiple assignments competently, accurately, and efficiently.

Ability to follow direction, multi-task and adapt to change

Ability to learn in an on-line/telework environment

Education

High School diploma or GED equivalent

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 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:

• 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.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

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