Supervisor, Customer Relations

Job description

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 The Customer Relations Supervisor provides day-to-day leadership, coaching, and operational oversight for a team of Pharmacy Technicians and Customer Relations Representatives supporting CVS Health’s retail pharmacy operations. This role is responsible for ensuring the delivery of exceptional customer service across multiple communication channels, including high-volume inbound calls, outbound customer outreach, email correspondence, and escalated customer concerns received through the 1-800-SHOP-CVS line, Executive Office, internal business partners, and vendor relationships. Operating in a fast-paced contact center environment, the Supervisor serves as both a people leader and customer advocate by developing high-performing teams, driving operational excellence, and ensuring consistent execution of customer service standards. The Supervisor provides real-time guidance and coaching, supports complex customer escalations, and ensures colleagues have the tools, knowledge, and resources necessary to resolve issues accurately and efficiently. This position requires strong leadership, critical thinking, decision-making, and communication skills to balance customer experience, operational performance, regulatory compliance, and business objectives . The Supervisor fosters a culture of accountability, inclusion, continuous improvement, and collaboration while ensuring compliance with CVS Health policies, patient privacy requirements, and applicable state and federal regulations. -Work Schedule will be: Sunday, 10:00 AM - 6:30 PM ET, Monday -Thursday, 10:30 AM - 7:00 PM ET Responsibilities will consist of the following but are not limited to: Lead, coach, and develop a team of Pharmacy Technicians and Customer Relations Representatives in a high-volume, customer-focused contact center environment. Drive operational performance by monitoring and improving key performance indicators including service level, quality, customer satisfaction, productivity, adherence, attendance, first call resolution, and other operational metrics. Provide ongoing coaching, feedback, and performance management to promote colleague development, accountability, and continuous improvement. Support frontline colleagues with real-time guidance on complex customer inquiries, escalated issues, systems navigation, policies, procedures, and knowledge resources. Manage and resolve escalated customer concerns received through phone, email, Executive Office, internal business partners, and external vendors, identifying root causes and implementing effective resolutions. Ensure exceptional customer experiences by promoting empathy, professionalism, and timely issue resolution while balancing customer needs with business objectives. Foster an inclusive, collaborative, and engaging team culture that reflects CVS Health’s values and commitment to diversity, equity, and inclusion. Ensure compliance with CVS Health policies, patient privacy regulations (HIPAA), and all applicable state, federal, and regulatory requirements. Identify operational trends, customer pain points, and process improvement opportunities, partnering with cross-functional teams to implement innovative, customer-centric solutions. Assess clinical and non-clinical support needs and collaborate with leadership to coordinate timely interventions and appropriate resource allocation. Prioritize competing business demands by balancing quality, efficiency, and customer experience while effectively managing daily operations. Maintain confidentiality and exercise sound judgment when handling sensitive customers, patient, and business information. Partner with internal departments including Operations, Pharmacy, Quality, Training, Workforce Management, Information Technology, and Vendor Management to support business initiatives and operational improvements. Communicate organizational updates, process changes, technology enhancements, and business priorities through team meetings, huddles, coaching sessions, and ongoing colleague communications. Analyze operational performance and recommend strategies to improve customer satisfaction, colleague engagement, quality, and overall business outcomes. Promote a culture of accountability, innovation, adaptability, and continuous learning while recognizing and developing colleague strengths. Required Qualifications • Resident of Alaska, Arizona, Florida, Idaho, Illinois, Massachusetts, New Hampshire, New Mexico, North Carolina, Ohio, Rhode Island, Tennessee, Texas or Vermont due to regulatory compliance • Active Pharmacy Technician license in state of residence • Ability to obtain Rhode Island Pharmacy Technician license through application and fee • Minimum of one consecutive year experience in customer service • Ability to maintain a consistent, reliable, and stable internet connection • Internal colleagues must be in good standing to be considered • 1+ year(s) of experience in retail healthcare, preferably in a high-volume call center • 2+ years of leading, coaching, and developing teams • 1+ year(s) of experience using MS Office Suite, including Word, Excel, and PowerPoint • Experience in use of call center technologies/applications such as Verint, Avaya, or IEX • Experience working with data and analytics • Organized and high energy Education • High School diploma, GED, or equivalent work experience is required. • Pharmacy Technician license Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $43,888.00 - $93,574.00 This pay rang