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, identifying 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 internal and external audiences, tailoring messages to audience needs and anticipating follow-up questions
• Communicate operational issues or concerns, including logging tickets for system-related problems
• 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 (required)
• 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