Customer Care Specialist

Vitality Group Inc.; Detroit (MI); On-site; USD 22,000 - 26,000; Full time

Benefits offered by this job

Medical, Dental & Vision plans

401(k) with company match

Company paid Life Insurance

Disability insurance

Paid Time Off

Family Leave

Wellness Resources

Job summary

Vitality Group Inc. is seeking a Customer Care Specialist to deliver high-quality service by accurately processing and directing member submissions via phone and written channels. You will handle inbound calls, assist members over the phone, and work toward first-call resolution.

You will identify service gaps, propose improvements, and relay information to appropriate departments while maintaining knowledge of the Vitality program to better member experiences.

Qualifications

• Effective communication skills required.
• Strong organizational skills required.
• Ability to manage multiple priorities and stay organized.
• Customer-focused and responsive in all interactions.

Responsibilities

• Handle inbound phone support from members.
• Provide over-the-phone assistance and resolve inquiries on first call where possible.
• Direct submissions to the appropriate departments to prevent recurring issues.
• Educate members on the Vitality program and website navigation.
• Load and track tickets; communicate issues to operations and other teams.
• Identify process improvements and help implement solutions.
• Analyze and report on process improvements and outcomes.
• Communicate clearly with internal and external audiences, verbally or in writing.

Skills

Effective communication

Strong organizational skills

Ability to manage multiple priorities

Customer-focused

Education

High School Diploma

Bachelor's degree

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