Customer Care Specialist

About the role

We are seeking a Customer Care Specialist to provide exceptional customer service support by efficiently handling and resolving member inquiries via telephone.

Responsibilities

• 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 needing improvement
• Identify problems or gaps within current processes and help devise creative solutions
• Track, analyze, and report on improvements to current processes
• Communicate verbally and/or in writing to both internal and external audiences
• Understand your audience and its needs
• Anticipate and prepare for the next questions your audience will ask
• Properly position the information you are sharing
• Understand the impact of the information you are sharing
• Communicate within operations any issues or concerns that arise
• Load tickets to ensure system-related issues are addressed
• Inform customers about the program and assist with navigating the website
• Capture submitted events
• Perform other duties as assigned

Requirements

• Effective communication skills
• Strong organization skills
• Ability to manage multiple priorities
• Customer-focused and responsive
• High School Diploma preferred, Bachelor's 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

Pay

$16.50/hour

Schedule

N/A