Customer Care Specialist

Vitality Group Inc.; Indianapolis (IN); 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 (Basic,Vol

Company paid Short Term & Long Term</n

Job summary

Vitality Group Inc. seeks a Customer Care Specialist to deliver excellent service by processing and directing submissions verbally and over the phone in a timely, accurate manner.

The role focuses on inbound member calls, first-call resolution, and educating customers about the Vitality program and navigation. Expected to manage multiple priorities, communicate clearly, and respond to inquiries efficiently.

Qualifications

• Effective communication skills.
• Strong organizational skills.
• Ability to manage multiple priorities.
• Customer-focused and responsive.
• High school diploma required.

Responsibilities

• Handle inbound member calls and provide over-the-phone support.
• Aim for first-call resolution.
• Direct inquiries to proper departments to prevent recurring issues.
• Escalate and resolve inquiries quickly.
• Educate customers on the Vitality program and website navigation.
• Track, analyze, and report process improvements.
• Document events and communicate with internal and external audiences.
• Perform additional duties as assigned.

Skills

Communication skills

Organizational skills

Prioritization

Customer focus

Education

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