Customer Service Supervisor - Express Scripts - Hybrid

The Customer Service Supervisor will lead a team of 14 Customer Service Senior Representatives to deliver best‑in‑class service to patients, caregivers, manufacturers, and internal and external partners. This role ensures operational excellence, supports team development, and resolves complex service issues with a focus on quality, efficiency, and member satisfaction.

Responsibilities:

Leadership & Team Development

• Recruit, hire, onboard, and train team members to maintain a skilled and engaged workforce.
• Evaluate employee performance, provide coaching and feedback, conduct reviews, and recommend corrective actions when necessary.
• Motivate the team and cultivate a positive, inclusive, growth‑oriented environment.
• Serve as a knowledgeable resource for staff, supporting problem resolution and answering questions about processes and procedures.

Operational Management

• Oversee daily team operations and provide ongoing support to staff.
• Develop and manage work schedules to ensure adequate coverage and smooth workflow.
• Lead team meetings and communicate updates on internal processes, procedures, and performance expectations.
• Perform additional duties as assigned to support patient care and operational effectiveness.

Customer Issue Resolution

• Take ownership of escalations and complex customer service issues, providing timely solutions and keeping senior stakeholders informed.

Qualifications:

• High School diploma or GED required
• Ability to build and maintain effective relationships with internal and external stakeholders
• Strong leadership, communication, and organizational skills.
• Passion for delivering outstanding service to members, clients, and providers
• Proven track record of achieving KPIs and elevating service standards
• 1-3 years plus of supervisory or team‑lead experience.
• Experience in healthcare, pharmacy benefits, or a related customer service environment.
• Familiarity with SAP systems, workforce management tools, and performance dashboards.
• This position will be located in Memphis, TN or Lake Mary, FL and will require 2/3 days in office

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

About Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.