Customer Care Specialist

Vitality Group Inc.; Huntsville (AL); On-site; USD 26,000 - 34,000; Full time

Benefits offered by this job

Medical, Dental & Vision plans

401(k) with company match

Company paid Life Insurance (Basic,Vol

Company paid Short Term & Long Term DI

Paid Time Off (Vacation, Sick & Public

Wellness Resources

Job summary

Vitality Group Inc. in Huntsville, AL is seeking a Customer Care Specialist to deliver exceptional service by processing and directing submissions quickly and accurately, primarily via phone.

You will handle inbound calls from members and provide over-the-phone support, aiming for first call resolution. The role emphasizes effective communication, strong organization, and the ability to manage multiple priorities while educating customers about the Vitality program and guiding them through the

Qualifications

• Ability to communicate effectively with members and internal teams.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities and respond to inquiries promptly.

Responsibilities

• Provide inbound phone-based customer support and guide submissions.
• Resolve inquiries with focus on first-call resolution whenever possible.
• Escalate to appropriate departments and track issues to prevent recurrence.
• Educate customers about the Vitality program and website navigation.
• Document interactions and maintain up-to-date knowledge of Vitality offerings.

Skills

Effective communication

Organization skills

Multitasking

Customer focus

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