Customer Care Specialist

Customer Care Specialist

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.

Responsibilities include:

• 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

Pay $16.50/hour