Customer Care Specialist

Vitality Group Inc.; Atlanta (GA); On-site; USD 45,461,000 - 49,594,000; Full time

Benefits offered by this job

Medical, Dental & Vision plans

401(k) with company match

Company paid Life Insurance (Basic,Vol

Job summary

Vitality Group Inc. is seeking a Customer Care Specialist to deliver excellent support by quickly processing and directing submissions over the phone and in writing. You will handle inbound member calls, resolve inquiries on first contact where possible, and escalate issues to the appropriate departments with clarity.

The role emphasizes strong communication, organization, and a customer-first mindset. You\'ll help educate members about the Vitality program and navigate the website, while

Qualifications

• Excellent verbal and written communication required.
• Ability to manage multiple priorities and deadlines.
• Strong customer service orientation.

Responsibilities

• Handle inbound member calls and provide phone support.
• Resolve inquiries on first call when possible.
• Escalate and route requests to appropriate departments.
• Educate customers about the Vitality program and website navigation.
• Capture and track submitted events.
• Suggest improvements to processes and report on results.
• Maintain professional communication with internal and external audiences.
• Load and document system tickets for IT issues.

Skills

Communication skills

Organization skills

Multitasking

Customer focus

Education

Bachelor's degree

High School Diploma

Job description

We are looking for a Customer Care Specialist who will be responsible for providing excellent customer service support by quickly and accurately processing and directing submissions verbally.

• 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. Key components of effective communication will include but not limited to:
• Understanding your audience and its needs
• Anticipating and preparing for the next questions your audience will ask
• Properly positioning the information you are sharing
• Understanding the impact of the information you are sharing
• Communicate within operations any issues or concerns that arise. This includes loading tickets to ensure system related issues are addressed
• Educate customers on the program as well as navigation of the website
• Capture submitted events
• Other duties as assigned

Pay $16.50/hour

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