Customer Care Specialist

Vitality Group; United States; Remote; USD 32,000 - 36,000; Full time

Benefits offered by this job

Medical, Dental & Vision plans

401(k) with company match

Company paid Life Insurance

Job summary

Vitality Group is seeking a Customer Care Specialist to provide exceptional support by quickly processing and directing submissions via phone and written communication. You will handle inbound member calls, educate customers on the program, and resolve inquiries to enhance the member experience.

Strong communication and organizational skills are essential, with a focus on multi-tasking and responsiveness. Health/wellness background is a plus.

Qualifications

• Must have strong communication and organizational skills.
• Ability to manage multiple priorities and stay responsive to customers.
• High School Diploma required; Bachelor’s degree preferred.

Responsibilities

• Handle inbound member calls and provide phone support.
• Educate customers on the Vitality program and website navigation.
• Resolve inquiries, escalate as needed, and route tickets to appropriate teams.
• Capture submitted events and track process improvements.
• Communicate effectively with internal and external audiences.

Skills

Effective communication

Strong organization

Multitasking

Customer focused

High School Diploma

Education

High School Diploma

Bachelor's degree (preferred)

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

• 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

• 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