[Hiring] Senior Assistant, Client and Colleague Support @CVS Health

Role Description

As a Client and Colleague Support Senior Assistant, you will partner closely with the Supervisor and Team Leads to manage daily escalations from Health Plans, internal teams, and Call Center teams. This role is responsible for delivering timely, accurate, and high‑quality support by providing information, feedback, and resolutions to clients and colleague inquiries.

• Support the Supplemental Benefits team by investigating, completing, and responding to escalation emails.
• Update Health Plan follow‑up comments and reimbursement claims.
• Perform additional offline work such as address validation, returned mail processing, and special projects as requested.
• Complete all assigned work within established service level targets of 24–48 hours.
• Support a culture of inclusion and respect, ensuring all work aligns with CVS Health policies, values, and applicable regulations.
• Flexibility required between 8:00 AM and 8:00 PM ET during peak business periods; standard shift is 9:30 AM – 6:00 PM ET.

Qualifications

• 2+ years of customer service experience.
• 2+ years of experience with Microsoft Office, including Excel, Word, Access, and PowerPoint.
• Must have a dedicated, work-from-home space, free of distractions.
• Ability to maintain a consistent, reliable, and stable internet connection.
• Strong interpersonal and relationship building skills.
• Experience with Email support.
• Excellent oral, written, and interpersonal communication skills.
• Good problem solving and critical thinking skills with a focus on issue resolution and client/colleague satisfaction.
• Ability to work in a structured, fast-paced call center environment.
• Ability to work well with others.
• Internal colleagues must be in good standing to be considered.
• Must be able to communicate effectively with all levels and prepare effective written documents.

Requirements

• Experience in use of call center technologies/applications.
• Experience working in a call center environment.
• Associate’s degree.

Education

• Verifiable High School diploma, GED, or equivalent work experience.

Benefits

• Comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families.
• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.