Customer Service Support Specialist

Vitality Group International, Inc.; Chicago (IL); Hybrid; USD 40,000 - 47,000; Full time

Benefits offered by this job

Medical, Dental and Vision

401(k) with company match

Company paid Life, AD&D Short and Long

Disability insurance

Generous PTO, Holidays and Summer Frid

100% paid parental leave

Wellness Resources

Job summary

Vitality Group International, Inc. is seeking a Customer Service Support Specialist in Chicago, IL to rapidly process and route submissions and back up the Call Center as needed.

You will handle escalated inquiries, improve member experiences by applying program knowledge, and communicate effectively with clients and colleagues. Remote or hybrid work is possible; salary ranges from $39,520 to $47,480 depending on location and experience.

Qualifications

• BA or BS degree or preferred.
• 2-3 years Customer Service experience.
• Health or Wellness background preferred.
• Strong analytical and PC skills.
• Ability to handle multiple priorities in a fast-paced environment.
• Self-starter with the ability to achieve results.

Responsibilities

• Manage escalated inquiries from Customer Care and Administration agents.
• Ensure rapid response and resolution of escalated inquiries.
• Maintain knowledge of The Vitality Group’s program and suggest improvements.
• Receive inbound calls from members in a backup capacity to the Call Center.
• Handle escalated service concerns from brokers, employer contacts or account managers.
• Communicate clearly with internal/external clients, tailoring detail appropriately.
• Anticipate questions and prepare answers for clients and contacts.
• Submit requests to proper departments to prevent reoccurring issues.
• Track, analyze and report process improvements to avoid issues.
• Communicate operation concerns and log system tickets as needed.
• Educate clients on the program and website navigation.
• Capture events submitted manually and electronically.
• Attend or present at client events; travel may be required.
• Create a proactive, caring atmosphere.

Skills

Customer service

Communication

Analytical skills

Multitasking

Self-starter

Education

BA/BS preferred

Job description

Job Purpose

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

Areas of responsibility may include but not limited to:

• Manage escalated Inquiries from Customer Care and Administration agents
• Ensure Rapid Response and Resolution of escalated inquiries are achieved
• Maintain and continue to develop knowledge of The Vitality Group’s program, and identify areas to improve to help better our members experience
• Receive inbound calls directly from members in a backup capacity to the Call Center
• Manage the escalated service concerns received from brokers, employer contacts or account managers and responds to those contacts regarding their escalated concerns
• Communicate verbally and/or in writing to both internal and external clients. Key components of effective communication will include: understanding your audience including how much detail they will or will not need; communicating at the appropriate level to include proper positioning of information being presented and understanding the impact of the information you are sharing
• Anticipate and prepare (in advance if possible) for the next questions the audience (client, broker, internal or other external contact) will ask
• Submit requests to the proper department to prevent re-occurring issues and recommend improvements in the process and procedure
• Track, analyze and report on improvements of certain processes to avoid potential service issues by devising resolutions to correct these processes: such as timely member adds, following up on escalated claims issues
• Communicate within operations issues and or concerns that may arise, this includes loading tickets to ensure system related issues are addressed
• Educate clients on the program as well as navigation of the website
• Capture events submitted manually and electronically
• Attend and or present at client events which may include travel
• Create a “we care” atmosphere
• Other duties as assigned

PAY RANGE = $39,520-$47,480

Salary varies based on work location (remote or hybrid), existing salary, experience, and relevant skills and qualifications.

• BA or BS degree or preferred
• 2-3 years Customer Service experience
• Health or Wellness related background preferred
• Strong analytical and PC skills
• Ability to handle multiple priorities in a fast-paced work environment
• Self-starter with the ability to achieve results

Knowledge:

• Excellent written and oral communication skills
• Strong organization, communication and problem-solving skills
• Customer focused and responsive
• Highly motivated and energetic professional who enjoys working in an entrepreneurial, fast-growing environment

• Medical, Dental and Vision
• 401(k) with company match
• Company paid Life, AD&D Short and Long term disability insurance
• Generous PTO, Holidays and Summer Fridays
• 100% paid parental leave
• Wellness Resources