Customer Care Specialist

Vitality Group International, Inc.•Little Rock, AR

13h•Onsite

About The Position

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. This role involves supporting inbound telephonic phone calls from members, providing over-the-phone support, and specializing in first call resolution performance. The specialist will effectively manage and respond to customer inquiries, submit requests to the proper departments to prevent recurring issues, and ensure rapid response and resolution of escalated inquiries. A key part of the role is to maintain and continue to develop knowledge of the Vitality program, identify areas in need of improvement to better our members’ experience, and identify problems or gaps within current processes to help devise creative solutions. The role also includes tracking, analyzing, and reporting on improvements to current processes. Effective communication, both verbally and in writing, is crucial, involving understanding the audience and its needs, anticipating questions, properly positioning information, and understanding its impact. The specialist will also communicate any issues or concerns that arise within operations, including loading tickets to ensure system-related issues are addressed, and educate customers on the program and website navigation. Capturing submitted events is also a responsibility, along with other duties as assigned.

Requirements

Effective communication skills
Strong organization skills
Ability to manage multiple priorities
Customer focused and responsive
High School Diploma

Nice To Haves

Bachelors degree
1-2 years of customer service experience
Health or wellness background

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 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
Communicate within operations any issues or concerns that arise
Educate customers on the program as well as navigation of the website
Capture submitted events
Other duties as assigned