Senior Customer Service Representative

Job Summary

CVS Health is seeking a Senior Customer Service Representative in Washington, D.C., US. This full‑time role offers a competitive salary of $63,272.64 and focuses on delivering compassionate, high‑quality support to our members.

Key Responsibilities

• Provide expert, empathetic assistance to CVS Health members across phone, email, and chat channels.
• Resolve complex inquiries regarding prescriptions, benefits, and account issues while adhering to compliance standards.
• Mentor and coach junior representatives, sharing best practices and promoting continuous improvement.
• Collaborate with cross‑functional teams—pharmacy, claims, and IT—to streamline processes and enhance the member experience.
• Maintain accurate documentation in CRM systems and meet performance metrics such as first‑call resolution and customer satisfaction scores.
• Identify trends in member feedback and propose actionable solutions to leadership.

Qualifications

• 5+ years of customer service experience, preferably in healthcare or pharmacy settings.
• Strong communication skills with the ability to handle sensitive health information confidentially.
• Proficiency with CRM platforms and Microsoft Office Suite.
• Demonstrated problem‑solving abilities and a customer‑first mindset.
• High school diploma required; associate’s or bachelor’s degree in a related field is a plus.

What We Offer

• Salary: $63,272.64 annually
• Comprehensive health, dental, and vision benefits
• Retirement savings plan with company match
• Opportunities for career growth within a national health‑care leader
• Supportive, inclusive workplace culture focused on innovation and safety

Frequently Asked Questions

What type of experience is required for this Senior Customer Service Representative role?

At least five years of customer service experience, preferably in healthcare or pharmacy environments, with strong communication and problem‑solving skills.

What benefits does CVS Health provide to this position?

Employees receive a competitive salary, comprehensive health, dental and vision coverage, a retirement plan with company match, and ample opportunities for professional development.

Is this position based in Washington, D.C., and is remote work an option?

The role is based in Washington, D.C., US. CVS Health may consider hybrid or remote arrangements based on business needs and candidate qualifications.