Worklife Chat Support Associate

Position Overview

At CVS Health, we’re building a world of health – reaching millions through our local presence, digital channels, and over 300,000 dedicated colleagues. As the nation’s leading health solutions company, you will join our team as a Chat Specialist Agent to support Mental Health Wellbeing. In this fully remote role, you will be the front-door for members seeking support, managing both inbound chats and outbound calls, and working seamlessly with an AI chatbot to combine human interaction with technology. Schedule: Wednesday–Saturday 3:30PM–2:00AM EST; and during the first six weeks, you will train Monday–Friday 9:00AM–5:30PM EST.

Key Responsibilities

• Promptly respond to incoming chats within the standard greeting timeframe.
• Determine the purpose of each chat and provide resources via chat and email.
• Assess members’ needs, research relevant EAP/Worklife services, and communicate pertinent information.
• Recognize crisis situations and take appropriate action to minimize risk.
• Document member interactions and maintain accurate records in compliance with regulatory requirements.
• Triage calls and make outbound calls as appropriate to secure member resources and services.
• Collaborate with internal stakeholders and perform administrative support functions as needed.

Required Qualifications

• 1–3 years of customer service experience.
• Basic computer knowledge and proficiency in Microsoft Office products.
• Technical requirement for personal residential internet service with a minimum broadband/fiber connection. A hardwired (ethernet) connection is required to avoid performance issues.

Preferred Qualifications

• Experience in a call center environment.
• Background in mental health or human services.
• Experience working in an Employee Assistance Program (EAP) or similar environment.
• Associate's or bachelor’s degree in a social, psychological, or human service field, or equivalent experience.

Benefits & Perks

• Pay Range: $17.00–$28.46 per hour, with potential bonus, commission, or short-term incentive programs.
• Affordable medical plan options.
• 401(k) plan with matching company contributions.
• Employee stock purchase plan.
• No-cost programs including wellness screenings, tobacco cessation, weight management, confidential counseling, and financial coaching.
• Additional benefits such as paid time off, flexible work schedules, family leave, dependent care resources, tuition assistance, and retiree medical access (based on eligibility).