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Senior Call Center Representative

Manville, RI

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Job Title : Senior ****BR Location : RI - Lincoln Street Address : 25 Blackstone Valley Place Suite 310 (3rd floor) Category : Call Center|Customer Service Description : Job DescriptionThe Senior Agent will serve as the subject matter expert on the team and department in the areas of business processes and procedures. They will support the Team Supervisor through mentoring existing team members as well as supporting new hire agents. They will become the primary resource for handling complex issues and resolving customer escalations from agents and business partners. Additional responsibilities include supporting daily tasks to help run the operation and participating in special projects . Position is 2:30pm - 11pm Mon thru Fri and 12:30pm - 9pm on rotating weekend days, some holidays. Primary Duties and Responsibilities: - Subject matter expert within processes and procedures related to Central Pharmacy Services. - First point of contact for Agent inquires and researching and resolving escalated customer calls. - Develop/Mentor new employees. - Assist in building and maintaining a productive team. - Responds to agent escalated customers call, resolves problems and issues. - Completes routine functions critical to the the successful operation of the business. - Partners with other department to resolve customer issues in a timely manner. - Researches trending problems and issues working closely with supervisor to resolve. - Assists in determining escalations and communication of program issues, and trends. - Participate in special assignments and or projects. - Assists with the improvement of performance through the mentoring of agents.Required Qualifications- 1 years of customer service experience, preferably in a high-volume call center environment - 1 years of MS Office experiencePreferred Qualifications- 2 years of customer service experience, preferably in a high-volume callcenter environment - 2 years of MS Office experience - Previous experience in Central Pharmacy Services as a Customer Service Representative. - Strong knowledge base of Central Pharmacy Services policies and procedures.- Extensive background in customer service with a strong customer focus and strong interpersonal skills. - Excellent organizational skills and proven multi-tasking abilities. - Ability to work independently and prioritize work to meet deadlines. - Problem diagnosis and solution development skills. - Ability to adapt to change quickly and efficiently. - A proven record of success in a fast paced environment. - Strong organizational,analytical and communication written and verbal skills, technical and nontechnical. - Ability to interact across all levels of management.EducationVerifiable High School diploma or GED is required. Bachelor's degrees preferredBusiness OverviewCVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units - MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENTFederal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please ****. For technical issues with the Virtual Job Tryout assessment, ****. Please note that we only accept resumes via our corporate website: ****

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