Answer Team Consultant

Overview

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate.

And we do it all with heart, each and every day.

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.

• 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

• 6+ Months Call Center or Customer Service Experience
• Basic Computer Skills

• 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

• High School Diploma or equivalent

40

Full time

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.

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit 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 eligibility.

For more information, visit

We anticipate the application window for this opening will close on: 03/23/2026

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