Senior Customer Service Representative

CVS Health is seeking a Senior Customer Service Representative for its Ny State Campus in Albany County, NY. This full‑time role offers a competitive salary of $69,699.13 and provides an opportunity to contribute to a compassionate, innovative health care experience.

Key Responsibilities

• Deliver exceptional, empathetic service to members, providers, and internal partners across multiple channels (phone, email, chat).
• Resolve complex inquiries, escalations, and complaints while adhering to compliance and quality standards.
• Mentor and coach junior team members, sharing best practices and fostering a collaborative environment.
• Identify trends in customer feedback and partner with operations to drive process improvements.
• Maintain accurate documentation in CRM systems and ensure timely follow‑up.

Required Qualifications

• 5+ years of customer service experience, preferably in health care or pharmacy settings.
• Strong communication skills with the ability to simplify complex information.
• Proficiency with CRM tools, Microsoft Office, and basic data analysis.
• Demonstrated problem‑solving abilities and a customer‑first mindset.
• Eligibility to work in the United States and willingness to undergo background checks.

Preferred Attributes

• Experience with CVS Health systems or similar health‑care platforms.
• Certification in Customer Service Excellence or related field.
• Ability to work flexible schedules, including evenings and weekends if needed.

What We Offer

• Competitive salary of $69,699.13 per year.
• Comprehensive health, dental, and vision benefits.
• Opportunities for career growth within a national health‑care leader.
• Supportive, inclusive workplace culture focused on safety and quality.

Frequently Asked Questions

What type of customers will I support in this role?

You will assist CVS Health members, pharmacy providers, and internal teams, handling inquiries across phone, email, and chat.

Is prior health‑care experience required?

While not mandatory, 5+ years in customer service with health‑care or pharmacy exposure is preferred.

What are the typical work hours?

The position is full‑time and may require flexible scheduling, including occasional evenings or weekends based on business needs.