Help Desk- Pharmacy Technician, Customer Relations

The Customer Relations Help Desk Coordinator is a customer service-focused role supporting CVS retail pharmacy operations through both frontline and escalated inquiry resolution. This position manages inbound customer interactions via the 1-800-SHOPCVS line while also assisting with complex escalations from customers, patients, internal teams, and vendor partners, including Executive Office complaints.

In a fast-paced contact center environment, the coordinator serves as both a customer advocate and a colleague resource. Responsibilities include researching and resolving customer concerns by interpreting and applying company policies and procedures, identifying root causes, and delivering effective, case-specific solutions. The role also provides real-time support to frontline agents by guiding them to appropriate tools, systems, and knowledge resources to ensure accurate and efficient issue resolution.

This position requires strong verbal and written communication skills, critical thinking, and sound decision-making with limited guidance. The coordinator must demonstrate adaptability, effective time management, and the ability to handle escalated calls or correspondence requiring creative problem-solving. Success in this role depends on maintaining a positive, solutions-oriented approach while consistently delivering an exceptional customer experience aligned with CVS Health’s purpose and values., Remote colleagues are responsible for maintaining internet service that meets CVS Health technical specifications:

• Minimum 50 Mbps download / 10 Mbps upload (when available)
• Internet service may require upgrades to support required systems
• Personal hotspots and public Wi-Fi are not permitted
• Colleagues must be physically connected via ethernet cable while working

• 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 1 consecutive year of customer service experience
• Excellent communication, organization, and follow-up skills
• Ability to clearly explain program and policy details verbally and in writing
• Strong PC skills, including the ability to navigate multiple applications simultaneously
• Proficiency with Microsoft Windows-based applications and Microsoft Office
• Flexibility in work schedule and ability to successfully complete a paid company training program
• Ability to work independently in a home-based environment
• Strong time management skills and self-motivation
• Ability to adapt to changing business needs
• Willingness to be trained in additional skills to support business requirements
• Ability to use a CVS Health-provided webcam during work hours
• Availability to work during hours of operation, including weekend coverage as required, * Prior CVS Customer Relations knowledge
• 1+ years experience in high volume inbound call center or customer service experience (call center, retail, hospitality)
• Internal colleagues must be in good standing to be considered
• Retail Customer Care experience
• Bilingual in Spanish
• Prior inbound call center experience
• Previous work-from-home experience
• Prior retail or pharmacy experience

Education

• Verifiable High School Diploma, GED, or equivalent experience
• Active Pharmacy Technician license

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. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

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.