Remote Customer Care & Escalations Specialist

Vitality Group; Chicago, Northern (IL, KY); Hybrid; USD 40,000 - 47,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with match

Life Insurance

AD&D

Disability Insurance

PTO & Holidays

Parental Leave

Wellness Resources

Job summary

The Vitality Group is seeking a Customer Service Support Specialist to provide excellent service by quickly processing and directing submissions, whether verbal or electronic. The role focuses on escalating inquiries, delivering rapid resolution, and educating members about our program and website navigation.

You will handle inquiries from brokers, employers, and account managers, support client events, and contribute to process improvements.

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 work environment
• Self-starter with the ability to achieve results

Responsibilities

• Provide excellent customer service by processing and directing submissions.
• Manage escalated inquiries from Customer Care and Administration agents.
• Ensure rapid response and resolution of escalated inquiries.
• Educate clients on the program and website navigation.
• Attend client events and possibly travel.
• Submit requests to proper department and suggest process improvements.
• Track, analyze and report on improvements to prevent issues.
• Communicate with internal and external clients.

Skills

Customer Service

Analytical skills

PC skills

Multitasking

Self-starter

Communication

Education

Bachelor's degree

Job description

The Vitality Group is seeking a Customer Service Support Specialist to provide excellent service by quickly processing and directing submissions, whether verbal or electronic. The role focuses on escalating inquiries, delivering rapid resolution, and educating members about our program and website navigation.

You will handle inquiries from brokers, employers, and account managers, support client events, and contribute to process improvements.