Customer Care Specialist
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Job Description
Customer Care Specialist providing support by phone for Vitality's wellness program. Managing member inquiries and improving customer experience through effective communication and process improvement.
Responsibilities:
- Support inbound telephonic phone calls from members
- Provide over the phone support
- Specialize in first call resolution performance
- Effectively manage and respond to inquiries as they are sent to you by customers
- Submit requests to the proper departments to prevent recurring issues
- Ensure rapid response and resolution of escalated inquiries
- Maintain and continue to develop knowledge of the Vitality program and identify areas in need of improvement to better our members’ experience
- Identify problems or gaps within current processes and help devise creative solutions to them
- Track, analyze and report on improvements to current processes
- Communicate verbally and/or in writing to both internal and external audiences.
- Educate customers on the program as well as navigation of the website
- Capture submitted events
- Other duties as assigned
Requirements:
- Effective communication skills
- Strong organization skills
- Ability to manage multiple priorities
- Customer focused and responsive
- High School Diploma
- **Preferred**
- Bachelors degree
- 1-2 years of customer service experience
- Health or wellness background
Benefits:
- Medical, Dental & Vision plans
- 401(k) with company match
- Company paid Life Insurance (Basic, Voluntary & AD&D)
- Company paid Short Term & Long Term Disability
- Paid Time Off (Vacation, Sick & Public Holidays)
- 100% Paid Family Leave (Maternity/Paternity)
- Wellness Resources
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