Customer Care Specialist

About the role

We are looking for a Customer Care Specialist who will provide excellent customer service support by quickly and accurately processing and directing submissions verbally.

Responsibilities

• Support inbound telephonic calls from members.
• Provide over-the-phone support with a focus on first-call resolution.
• Effectively manage and respond to customer inquiries.
• Submit requests to the proper departments to prevent recurring issues.
• Ensure rapid response and resolution of escalated inquiries.
• Maintain and develop knowledge of the Vitality program and identify areas for improvement to enhance members’ experience.
• Identify problems or gaps in 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, including:
  • Understanding your audience and its needs.
  • Anticipating and preparing for follow-up questions.
  • Properly positioning the information you share.
  • Understanding the impact of the information you share.
• Communicate operational issues or concerns, including logging tickets for system-related issues.
• Educate customers on the program and website navigation.
• 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.

Qualifications

• Bachelor’s degree (preferred).
• 1-2 years of customer service experience.
• Health or wellness background (preferred).

Benefits

• Medical, Dental, and Vision plans.
• 401(k) with company match.
• Company-paid Life Insurance (Basic, Voluntary, and AD&D).
• Company-paid Short-Term and Long-Term Disability.
• Paid Time Off (Vacation, Sick, and Public Holidays).
• 100% Paid Family Leave (Maternity/Paternity).
• Wellness Resources.

Pay

$16.50/hour