Answer Team Consultant

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.

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.

Position Summary

The Answer Team Consultant serves as a single point of contact on a client-facing team, delivering timely and accurate resolution to customer service inquiries. This role handles enrollment, billing, commissions, technical support, installations, and group administration matters while consistently achieving first-call resolution for 90–95% of inquiries. The Consultant identifies, researches, and resolves issues received via phone, email, or written correspondence—ensuring a high-quality customer experience.

Key Responsibilities

• Respond to moderately complex client service inquiries with minimal management intervention

• Deliver high-quality, customer-focused service via phone and virtual channels

• Investigate, analyze, and resolve service requests related to:

  • Enrollment and eligibility

  • Billing and commissions

  • Technical support

  • Case installation and group administration

• Serve as a primary liaison between clients and internal departments to ensure timely resolution

• Accurately document customer interactions, actions taken, and follow-up activities

• Support plan administration activities, including plan setup, enrollment processing, and billing coordination

• Partner with functional operations teams to resolve service issues efficiently

• Collaborate with peers to deliver a consistent, world-class customer experience

• Identify opportunities for process improvements and contribute to solution implementation

• Maintain required productivity and phone quality metrics while managing project-related tasks

• Demonstrate accountability for individual and team performance outcomes

• Participate in ongoing self-development and recommend cross-training opportunities

• Perform additional related duties as assigned

Required Qualifications

• 6+ Months Call Center or Customer Service Experience

• Basic Computer Skills

Preferred Qualifications

• Ability to resolve moderately complex customer issues independently or with minimal supervision

• Strong organizational, analytical, and problem-solving skills

• Excellent verbal and written communication skills

• Experience delivering customer service in a fast-paced, team-oriented environment

• Proficiency using systems, procedures, and technology to support customer service delivery

• Demonstrated commitment to customer satisfaction and continuous improvement

Education

• High School Diploma or equivalent

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.

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: 07/10/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.