Manager, IT Customer Service/Support

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

The Manager, IT Customer Service/Support requires a highly skilled and passionate individual who thrives in challenging situations. The role is responsible for facilitating end-to-end management of all Virtual TechRx team functions. This includes but is not limed to, Schedule management, Virtual TechRx Booking Site Management, Coordinating Virtual TechRx appointments and follow ups, Consistent team meetings, Driving incident resolution, the handling high visibility and high priority escalations.  This role requires a top communicator with the ability to speak in front of all audience both large and small to promote VTRX services as well as to drive resolution of both new and ongoing technical issues.

Additional responsibilities and requirements associated within this role include bigger picture thinking, inspiring growth within your department, leading with empathy and kindness and having a mindset geared toward improving operations, efficiencies, and ultimately improving the customer experience.

Key Responsibilities

• Perform VTRX staff scheduling to ensure coverage during normal business hours and on-call support as required.
• Managing staffing including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
• Invokes problem escalation procedures to coordinate resolution of in-depth issues.
• Responsible for assuring colleagues are provided efficient and timely second level support.
• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
• Ensures that decisions are made to improve overall customer support and colleague experience.
• Contributes to departmental productivity and development objectives by participating in training programs.
• Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position
• Demonstrate managerial and decision-making skills concerning Information Systems policies, processes and procedures, with a proved track record of completing tasks and/or project within budget and on schedule

Required Qualifications

• 5+ years of proven IT experience

Preferred Qualifications

• 3+ years of management and or supervisory experience coaching, training and developing of staff
• Excellent verbal and written communication skills
• Ability to be a self-starter and perform tasks within tight time constraints
• Excellent customer support skills

Education

• Verifiable High School diploma or GED is required.  
• Bachelor’s degree preferred but not required.  

Pay Range

The typical pay range for this role is:

$63,300.00 – $139,200.00

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. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.  
 
For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits

We anticipate the application window for this opening will close on: 05/24/2024