About The Role

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

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 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. Key components of effective communication will include but not limited to:
Understanding your audience and its needs
Anticipating and preparing for the next questions your audience will ask
Properly positioning the information you are sharing
Understanding 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
Educate customers on the program as well as navigation of the website
Capture submitted events
Other duties as assigned