Customer Service Representative
CVS Health · Austin, TX
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- Hybrid
- Full-time
- $40,000 / year
- Austin, TX
Job highlights
- Care for customers with benefits and claims.
- Educate and resolve customer benefit inquiries.
- Provide empathetic and respectful customer support.
- Document interactions and maintain confidential records.
- Full-time role with comprehensive benefits package.
About the role
Customer Service Representative - CVS Health
We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.
Position Summary
We are seeking a compassionate, customer-obsessed Customer Service Representative to care for our customers. Our customers include members of our benefit plans, employers that offer benefits, doctors, hospitals, and other providers of healthcare. In this role, you will create connections with our customers by helping with their benefits and claims to improve their health and well-being. You will be responsible for educating customers about their benefits and claims while resolving issues and directing them to helpful resources. This position requires adaptability and empathy, as you will be handling a variety of inquiries and ensuring customer satisfaction through kind and respectful interactions.
As the face of our company, you will care for our customers by researching issues, documenting outcomes, resolving inquiries and delivering a high level of customer satisfaction. Your ability to listen and respond to customer needs is crucial in inspiring trust and loyalty.
Key Responsibilities
- Actively listen and be an advocate for customers, understand their needs and provide guidance and support
- Resolve customer inquiries and issues efficiently while documenting all interactions.
- Educate customers about available resources and assist them in navigating their options.
- Anticipate customer needs and provide proactive solutions to enhance satisfaction.
- Collaborate with team members and other departments to address service issues and improve outcomes.
- Document all customer correspondence and maintain confidential records of patient information.
- Follow policies, procedures, and the CVS/Aetna Code of Conduct.
Your Performance Will Be Measured By
- Customer satisfaction with the service you provide.
- Demonstrating CVS/Aetna’s “Heart at Work” behaviors including Putting People First, Joining Forces, and Inspiring Trust.
- Your ability to resolve customer issues the first time they call.
- Quality and accuracy of interactions with customers.
- Reporting to work and adhering to your assigned schedule.
Our Leadership and Welcome Teams will help you succeed by providing:
- New colleague orientation to learn about our company and your role.
- Engaging and comprehensive training ranging from 4 to 18 weeks depending on the customers supported.
- A supportive and inclusive culture that will allow for continuous learning and growth.
- Ongoing coaching and mentoring support.
- Equipment and resources needed to complete assigned work.
Key Competencies And Behavioral Requirements
- Demonstrated empathy and effective communication skills.
- Respectful and kind demeanor in all communications while being an advocate for our customers
- Strong problem-solving and decision-making abilities.
- Ability to manage multiple resources and tasks in a fast-paced environment.
Required Qualifications
- 6+ months of customer service experience
- Basic computer skills
- Must live in CST or MST states
Preferred Qualifications
- 1+ years of customer service experience in a contact center environment, which may include calls, chats or email correspondence depending on role
- 1+ years of claims, provider, dental, medical or other related healthcare experience
- Microsoft office experience preferred
Education
- High School Diploma, GED, or equivalent experience.
You Must Have
- High-speed internet access with adherence to workplace model and potential telework agreements.
- Willingness to work specific hours, with flexibility
This position pays $18.50 per hour.
Qualified new hires are eligible for a $2,000 sign-on bonus after 9 months of service. Must remain continuously employed for a minimum 12 months.
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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional details about available benefits are provided during the application process and on Benefits Moments.
We anticipate the application window for this opening will close on: 04/18/2026
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
Key skills/competency
- Customer Service
- Communication Skills
- Problem Solving
- Empathy
- Adaptability
- Healthcare
- Claims Processing
- Benefit Education
- Customer Satisfaction
- Data Entry
Skills & topics
- Customer Service Representative
- Customer Service
- Communication
- Problem Solving
- Empathy
- Healthcare
- Claims
- Benefits
- Support
- Representative
How to get hired
- Tailor your resume: Highlight customer service, communication, and problem-solving skills.
- Showcase empathy: Emphasize your ability to connect with and understand customer needs.
- Prepare for training: Be ready to discuss your learning style and adaptability for the training period.
- Demonstrate flexibility: Mention your willingness to work specific hours and your reliable internet access.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the starting pay for a Customer Service Representative at CVS Health?
- The starting pay for this Customer Service Representative role at CVS Health is $18.50 per hour. The typical pay range for this role is between $17.00 and $28.46 per hour, with the actual offer depending on factors like experience and education.
- Does CVS Health offer a sign-on bonus for this Customer Service Representative position?
- Yes, qualified new hires are eligible for a $2,000 sign-on bonus after 9 months of service. To receive this bonus, you must remain continuously employed with CVS Health for a minimum of 12 months.
- What are the required qualifications for a Customer Service Representative at CVS Health?
- Required qualifications include at least 6 months of customer service experience, basic computer skills, and the necessity to live in CST or MST states. A High School Diploma, GED, or equivalent experience is also required.
- What is the expected work arrangement for this Customer Service Representative role?
- This is a full-time position with anticipated weekly hours of 40. While the description mentions potential telework agreements and requires high-speed internet access, it also emphasizes adherence to a workplace model, suggesting a hybrid or potentially on-site arrangement depending on specific team needs.
- What kind of training can I expect as a new Customer Service Representative at CVS Health?
- CVS Health provides engaging and comprehensive training that can range from 4 to 18 weeks, depending on the customer group you will support. This is supplemented by new colleague orientation to familiarize you with the company and your role.
- What benefits does CVS Health offer to Customer Service Representatives?
- This full-time position is eligible for a comprehensive benefits package including medical, dental, and vision coverage, paid time off, retirement savings options, and wellness programs. Specific details are provided during the application process.
- What is the application deadline for this Customer Service Representative job at CVS Health?
- The anticipated application window for this Customer Service Representative opening is expected to close on April 18, 2026.
- Does CVS Health consider applicants with arrest or conviction records for the Customer Service Representative role?