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Customer Service Representative-Hybrid Franklin, Tennessee

November 11, 2025

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<ul> <li> Operates as a representative of the company by answering and documenting all incoming calls to determine their nature while responding to complex calls related to specialized products.</li> <li> Ensures that every member is shown respect and kindness and that all questions are thoroughly answered to ensure a high level of customer satisfaction and loyalty.</li> <li> Identifies and evaluates appropriate data to determine and implement the appropriate course of action to resolve the reason for the call.</li> <li> Follows established procedures to meet customer/member needs and successfully enhance the company's brand recognition and competitive advantage in the industry.</li> <li> Handles the answering of questions regarding declination reasons, risk assessments, and telephone interviews so that our members better understand their options.</li> <li> Communicates effectively with diverse work units and relevant organizational departments to ensure that issues are properly and quickly resolved.</li> <li> Complete on going required training to understand how to use tools available to recall necessary information.</li> <li> Documents all customer correspondence and maintains confidential records of patient information.</li> <li> Meet all company set metrics.</li> </ul> Required Qualifications<ul> <li> 1+ years experience in call center operations or customer service.</li> <li> Multitasking capability with superb time management.</li> <li> Excellent verbal and written communication, active listening, and the ability to express information clearly.</li> <li> Patience, empathy, and the ability to handle difficult customers professionally.</li> <li> Basic computer skills and ability to navigate phone systems and software.</li> </ul> Preferred Qualifications<ul> <li> Excellent communication skills, both written and verbal</li> <li> basic computer skills</li> <li> positive service-oriented attitude</li> <li> Active listening capabilities</li> <li> Previous Healthcare call center experience</li> <li> Empathetic, Multi Tasking Capabilities with Superb time management</li> <li> First call resolution mindset</li> <li> Working knowledge of problem solving and decision making skills</li> </ul> Education<ul> <li>High school diploma or up to 2 year equivalent experience.</li> </ul> Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $17.00 - $28.46 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. 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:<ul> <li> Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan .</li> <li> No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.</li> <li> 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.</li> </ul> For more information, visit We anticipate the application window for this opening will close on: 06/04/2025 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. <img src="https://www.jobg8.com/Tracking.aspx?%2bwLH7Vw%2b%2bRXRFaK%2fc7quUQw" width="0" height="0" />

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...