Self Service Coordinator

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.Position Summary

The Retail Store Self-Service Coordinator is responsible for maintaining and optimizing the Self Service knowledge base to empower retail store colleagues and customers to resolve issues independently. This role focuses on curating, updating, and structuring content that supports AI-driven search and assistance tools, ensuring users can access accurate and relevant information quickly.

Success in this role requires a deep understanding of customer needs, strong content organization skills, and the ability to leverage data insights to continuously improve the self-service experience-ultimately driving higher customer satisfaction and operational efficiency.Key Responsibilities

• Curate and maintain articles, FAQs, and job aids to ensure accuracy, relevance, and alignment with store operations.
• Analyze customer feedback, support tickets, and search behavior to identify content gaps and emerging needs.
• Collaborate with stakeholders to ensure content supports AI training and enhances search effectiveness.
• Utilize knowledge management and content management systems (CMS) to streamline article creation, review, and publishing workflows.
• Monitor performance metrics (e.g., deflection rates, usage trends) to guide content improvements and lifecycle decisions.

• Minimum 2 years of experience in a call center or customer support environment.

• Experience with data analytics, AI platforms, or conversational AI technologies.
• Familiarity with tools such as ServiceNow, Moveworks, or similar knowledge management platforms.
• Strong understanding of store operations and support-based technical systems.
• Proficiency in Microsoft Office applications (Excel, Word, Outlook).
• Excellent communication skills to convey complex information clearly to diverse audiences.
• Strong organizational skills to manage large volumes of content effectively.
• Customer-centric mindset with a passion for enabling self-service.
• Analytical skills to interpret data and drive content strategy improvements.

• Must possess a High School Diploma or GED.

• 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.