Customer Care Specialist

Responsibilities

• Provide excellent customer service support by quickly and accurately processing and directing submissions verbally.
• Support inbound telephonic phone calls from members.
• Offer 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 in need of improvement to better our members' experience.
• Identify problems or gaps within current processes and help devise creative solutions to them.
• 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.
• This includes loading tickets to ensure system related issues are addressed.
• Inform customers on the program as well as navigation of 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.