Senior Assistant, Client and Colleague Support (Tier 2)-12

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 As a Client and Colleague Support Senior Assistant, you will partner closely with the Supervisor and Team Leads to manage daily escalations from Health Plans, internal teams and Call Center teams. This role is responsible for delivering timely, accurate, and high‑quality support by providing information, feedback, and resolutions to clients and colleague inquiries. Senior Assistants support the Supplemental Benefits team by investigating, completing and responding to escalation emails, updating Health Plan follow‑up comments, reimbursement claims and performing additional offline work such as address validation, returned mail processing, and special projects as requested. All assigned work is expected to be completed within established service level targets of 24–48 hours.  This role also supports a culture of inclusion and respect and ensures all work is performed in alignment with CVS Health policies, values, and applicable state, federal, and regulatory requirements. The position offers two shifts and requires flexibility between 8:00 AM and 8:00 PM ET during peak business periods. This role is WFH 9:30-6pm. Required Qualifications • 2+ years of customer service experience • 2+ years of experience with Microsoft Office, including Excel, Word, Access, and PowerPoint • Must have a dedicated, work-from-home space, free of distractions • Ability to maintain a consistent, reliable, and stable internet connection • Strong interpersonal and relationship building skills • Experience with Email support • Excellent oral, written, and interpersonal communication skills • Good problem solving and critical thinking skills with focus on issue resolution and client/colleague satisfaction. • Ability to work in a structured, fast paced call center environment • Ability to work well with others • Internal colleagues must be in good standing to be considered • Must be able to communicate effectively with all levels and prepare effective written documents Preferred Qualifications • Experience in use of call center technologies/applications • Experience working in a call center environment • Associate’s degree Education Verifiable High School diploma, GED, or equivalent work experience Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $17.00 - $31.30 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 fami