[Remote] Customer Service Team Lead

Note: The job is a remote job and is open to candidates in USA. CVS Health is dedicated to building a more connected and compassionate health experience. The Customer Service Team Lead is responsible for handling escalated customer calls and providing support to call center representatives, ensuring effective resolution of complex issues while fostering a positive work environment.ResponsibilitiesServe as the primary escalation point for complex, sensitive, or high‑risk customer calls, ensuring calm, professional, and effective resolutionProvide real‑time support and guidance to call center representatives on job knowledge, behavioral health protocols, and complex case handlingApply critical thinking and problem‑solving skills to evaluate customer concerns and recommend appropriate solutions in alignment with company policy and regulatory requirementsHandle customer complaints with empathy and professionalism, de‑escalating situations while identifying root causes and long‑term resolutionsConduct quality audits and call reviews, providing constructive feedback to improve representative performance and ensure complianceCollaborate with supervisors and management to identify training needs, process gaps, and performance trendsSupport project management initiatives, including process improvements, workflow enhancements, and implementation of new tools or proceduresUtilize systems such as Excel, SharePoint, and QuickBase to track performance metrics, document issues, and maintain reporting recordsAssist with onboarding and ongoing coaching of representatives to promote consistent service delivery and adherence to behavioral health standardsFoster a positive, supportive, and respectful work environment that encourages teamwork, accountability, and professional growthAct as a liaison between frontline staff and leadership, ensuring timely communication of escalations, trends, and improvement opportunitiesMaintain confidentiality and compliance with all healthcare, privacy, and behavioral health regulationsSkills1 + years behavioral health experience1+ years auditing experience1+ years of call center experience in a health care environment6+ months experience in a team lead or similar lead role6+ months project managementHigh School diploma or GED2+ years behavioral health experience2+ years of call center experienceProficiency with Excel, SharePoint, QuickBaseTeam SupportSupervisor SupportBenefitsAffordable medical plan optionsA 401(k) plan (including matching company contributions)An employee stock purchase planNo-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coachingBenefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibilityCompany OverviewCVS Health is a health solutions company that provides an integrated healthcare services to its members. It was founded in 1963, and is headquartered in Woonsocket, Rhode Island, USA, with a workforce of 10001+ employees. Its website is https://www.cvshealth.com/.



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