Customer Relations Help Desk Coordinator

Join CVS Health in a customer-first role that supports retail pharmacy teams through inbound care and timely escalation support. This Massachusetts (remote) position offers full-time work with an anticipated 40 hours per week, structured paid training, and benefits including medical, dental, and vision coverage, paid time off, retirement savings options, and wellness programs (plus additional resources based on eligibility). You’ll also be eligible for a CVS Health bonus, commission, or short-term incentive program in addition to the base pay range.

Compensation: USD 17.00 - 31.30 per hour. The work schedule follows operating hours Monday–Friday, 8:30 a.m. – 7:00 p.m., including weekend coverage as required.

What you’ll do

• Support CVS retail pharmacy operations by handling both frontline customer interactions and escalated inquiries.
• Manage inbound customer communications via the 1-800-SHOPCVS line.
• Assist with complex escalations from customers, patients, internal teams, and vendor partners, including Executive Office complaints.
• Research and resolve concerns by interpreting and applying company policies and procedures.
• Identify root causes and deliver case-specific solutions.
• Provide real-time guidance to frontline agents by directing them to the right tools, systems, and knowledge resources to ensure accurate, efficient resolutions.
• Handle escalated calls or correspondence that require creative problem-solving.
• Maintain a positive, solutions-oriented approach aligned with CVS Health’s purpose and values.

What you’ll need

• Residency in Alaska, Arizona, Florida, Idaho, Illinois, Massachusetts, New Hampshire, New Mexico, North Carolina, Ohio, Rhode Island, Tennessee, Texas, or Vermont due to regulatory compliance.
• Active Pharmacy Technician license in your state of residence.
• Ability to obtain a Rhode Island Pharmacy Technician license through application and fee.
• Minimum 1 consecutive year of customer service experience.
• Excellent communication, organization, and follow-up skills.
• Ability to clearly explain program and policy details verbally and in writing.
• Strong PC skills, including navigating multiple applications at the same time.
• Proficiency with Microsoft Windows-based applications and Microsoft Office.
• Flexibility in your work schedule and ability to complete a paid company training program.
• Ability to work independently in a home-based environment with strong time management and self-motivation.
• Ability to adapt to changing business needs and willingness to be trained in additional skills.
• Use of a CVS Health-provided webcam during work hours.
• Availability during hours of operation, including weekend coverage as required.

Education and training

• Verifiable High School Diploma, GED, or equivalent experience.
• Active Pharmacy Technician license.

Tech and home office requirements

• Internet: minimum 50 Mbps download / 10 Mbps upload (when available).
• Personal hotspots and public Wi-Fi are not permitted.
• Ethernet connection required: colleagues must be physically connected via an ethernet cable while working.
• May require internet upgrades to support required systems.

Helpful experience

• Prior CVS Customer Relations knowledge.
• 1+ years experience in a high volume inbound call center or customer service (call center, retail, hospitality).
• Internal colleagues must be in good standing to be considered.
• Retail Customer Care experience.
• Bilingual in Spanish.
• Prior inbound call center experience.
• Previous work-from-home experience.
• Prior retail or pharmacy experience.

Tools you’ll use: the 1-800-SHOPCVS line, Microsoft Windows-based applications, Microsoft Office, a CVS Health-provided webcam, and an ethernet cable.