Remote Customer Support & Escalations 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

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.