Customer Service Representative – Plantation, FL

Description

CVS Health is hiring a full-time Customer Service Representative for its customer care team supporting members, employers, doctors, hospitals, and other health care providers. The position is remote, but applicants must live within 50 miles of 261 N University Dr. in Plantation, Florida.

The role focuses on helping customers understand their health benefits and claims, resolving questions and problems, documenting interactions, and directing people to the right resources. Strong listening, empathy, communication, and problem-solving skills are important because representatives may handle a wide range of customer situations.

This can be a good entry point for someone with customer service experience who wants to move into health care customer support. CVS Health requires at least six months of customer service experience and basic computer skills, while contact-center or health care experience can make an application stronger.

Available in 2 locations
Job ID:R1001448
Category:Category: Customer Care
Remote:Remote

Job at a Glance

Detailed Role Requirements & Responsibilities

Customer Support and Advocacy

The main responsibility is helping CVS Health customers with questions about their benefits and claims.

You will:

• Listen carefully to customer concerns
• Understand their needs
• Provide guidance and support
• Act as an advocate for customers
• Answer questions about benefits and claims
• Help customers find appropriate resources
• Provide respectful and empathetic service

The role requires more than simply answering questions. You will need to understand the customer’s situation and help them identify the appropriate next step.

Issue Resolution

Customer Service Representatives are expected to research and resolve customer issues efficiently.

Responsibilities include:

• Investigating customer questions
• Resolving inquiries and problems
• Providing proactive solutions
• Attempting to resolve issues during the first interaction
• Escalating or involving other teams when necessary
• Following up appropriately
• Documenting the outcome of customer interactions

Benefits and Claims Assistance

A significant part of the position involves helping customers understand their health care benefits and claims.

You may need to:

• Explain available benefits and resources
• Help customers understand claims-related information
• Guide customers through available options
• Connect customers with appropriate resources
• Answer questions in a clear and understandable way

Candidates with previous health care, medical, dental, provider, or claims experience can bring useful background to this work.

Documentation and Confidential Information

Accurate documentation is an important part of the job.

You will:

• Document customer interactions
• Record outcomes accurately
• Maintain confidential patient information
• Follow company policies and procedures
• Follow the CVS/Aetna Code of Conduct

Attention to detail is therefore important, particularly when handling customer and health-related information.

Team Collaboration

Although the position is remote, representatives work with team members and other departments to resolve service issues and improve customer outcomes.

You should be comfortable:

• Collaborating with colleagues
• Asking other departments for assistance when needed
• Sharing relevant information
• Working toward customer-focused solutions
• Managing multiple tasks in a fast-paced environment

Training and Development

CVS Health provides new hires with structured training and ongoing support.

The company states that new colleagues receive:

• New-colleague orientation
• Approximately 10 weeks of comprehensive onsite training
• Ongoing coaching and mentoring
• Equipment and resources needed to perform the job
• Opportunities for continued learning and growth

Required Skills and Experience

The main requirements include:

• At least 6 months of customer service experience
• Basic computer skills
• High school diploma, GED, or equivalent experience
• Strong empathy and communication skills
• Respectful and professional communication
• Strong problem-solving and decision-making abilities
• Ability to manage multiple resources and tasks
• Ability to work in a fast-paced environment
• High-speed internet suitable for the company’s work-from-home requirements
• Willingness to work assigned hours with some flexibility
• Residence within 50 miles of 261 N University Dr., Plantation, FL

Skills That Can Strengthen Your Application

The following qualifications are preferred rather than required:

• 1+ year of customer service experience in a contact center
• Experience handling customer interactions through calls, chats, or email
• Claims experience
• Provider experience
• Dental experience
• Medical or other health care experience
• Microsoft Office experience

If you have experience in a health care call center, put it prominently on your resume because it directly relates to the customers and issues handled in this role.

Industry Context & Career Advice

Health care customer service requires a combination of traditional customer service skills and the ability to work with benefits, claims, policies, and confidential information. Representatives often need to explain complicated information in a way that customers can understand while remaining accurate and respectful.

This position is particularly suitable for customer service professionals who want to develop experience in the health care industry. CVS Health’s customer care organization includes roles supporting members and customers through call center and remote environments.

For your resume, focus on examples where you solved customer problems rather than simply stating that you provided customer service. If you have handled high volumes of calls, improved first-call resolution, maintained customer satisfaction, or worked with sensitive information, those details can make your experience more compelling.

If you do not have health care experience, that does not automatically prevent you from applying. The core requirement is six months of customer service experience, while health care and contact-center experience are listed as preferred qualifications.

What to Highlight on Your Resume

For this position, consider highlighting:

• Customer service experience
• Contact center experience
• Call handling
• Chat and email support
• Customer issue resolution
• Benefits or claims experience
• Health care customer service
• Medical or dental customer support
• Problem-solving
• Customer advocacy
• Empathy and active listening
• Documentation
• Confidential information handling
• Microsoft Office
• Computer skills
• First-call resolution
• Customer satisfaction
• Working in a fast-paced environment
• Working with multiple systems or resources

Whenever possible, add numbers to demonstrate your performance.

For example, instead of:

Assisted customers with questions and resolved problems.

A stronger bullet could be:

Handled customer inquiries by phone and digital channels, researched account issues, documented interactions, and resolved customer concerns while maintaining accurate records.

Customize the bullet with your actual call volume, customer satisfaction results, resolution rate, or other measurable achievements.

Interview Preparation

How would you handle an upset customer?

Show that you can remain calm, listen without interrupting, understand the underlying issue, explain the available options, and work toward a practical resolution.

How do you explain complicated information to a customer?

Think about how you would break down benefits or claims information into simple language without leaving out important details.

Tell us about a difficult customer issue you resolved.

Choose a real example and explain the customer’s problem, how you investigated it, what you did, and the final result.

How do you prioritize multiple customer requests?

Discuss urgency, customer impact, available resources, deadlines, and the importance of maintaining accurate documentation.

How do you make sure customer information is accurate?

Explain how you verify information, document interactions carefully, follow procedures, and review details before completing an interaction.

What does good customer service mean to you?

Focus on listening, empathy, accuracy, clear communication, ownership, and resolving the customer’s issue rather than simply ending the interaction quickly.

How would you handle a question you cannot answer immediately?

Explain that you would research the issue, use available resources, involve the appropriate team when necessary, and keep the customer informed.

How do you stay productive while working remotely?

Prepare to discuss how you manage your schedule, maintain focus, follow assigned hours, communicate with colleagues, and meet performance expectations while working from home.

Advice for Applicants

This position can be a good option for customer service professionals looking to enter or build experience in health care customer support. You do not need several years of experience—the required qualification is at least six months of customer service experience.

If you have contact-center, medical, dental, claims, provider, or other health care experience, make it highly visible on your resume because these backgrounds are specifically preferred.

Pay close attention to the location requirement. Although the position is listed as remote, CVS Health requires candidates to live within 50 miles of the Plantation, Florida location. The role is full-time at 40 hours per week, and employees must have suitable high-speed internet and be able to work assigned hours.

The company states that qualified new hires may be eligible for a $2,000 sign-on bonus after nine months of service, provided they remain continuously employed for at least 12 months.

CVS Health also provides approximately 10 weeks of onsite training before the role transitions into its remote work arrangement, along with ongoing coaching and mentoring.

The strongest application will show that you can listen carefully, communicate clearly, solve customer problems, document information accurately, and provide respectful support in a health care environment.

Benefits

This full-time position is eligible for a benefits package that includes:

• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other well-being resources, depending on eligibility