Customer Service Support Specialist

Customer Service Support Specialist

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

Areas of responsibility may include but not limited to:

• Manage escalated inquiries from Customer Care and Administration agents
• Ensure rapid response and resolution of escalated inquiries are achieved
• Maintain and continue to develop knowledge of The Vitality Group's program, and identify areas to improve to help better our members experience
• Receive inbound calls directly from members in a backup capacity to the Call Center
• Manage the escalated service concerns received from brokers, employer contacts or account managers and responds to those contacts regarding their escalated concerns
• Communicate verbally and/or in writing to both internal and external clients. Key components of effective communication will include: understanding your audience including how much detail they will or will not need; communicating at the appropriate level to include proper positioning of information being presented and understanding the impact of the information you are sharing
• Anticipate and prepare (in advance if possible) for the next questions the audience (client, broker, internal or other external contact) will ask
• Submit requests to the proper department to prevent re-occurring issues and recommend improvements in the process and procedure
• Track, analyze and report on improvements of certain processes to avoid potential service issues by devising resolutions to correct these processes: such as timely member adds, following up on escalated claims issues
• Communicate within operations issues and or concerns that may arise, this includes loading tickets to ensure system related issues are addressed
• Educate clients on the program as well as navigation of the website
• Capture events submitted manually and electronically
• Attend and or present at client events which may include travel
• Create a "we care" atmosphere
• Other duties as assigned

PAY RANGE = $39,520-$47,480

Salary varies based on work location (remote or hybrid), existing salary, experience, and relevant skills and qualifications.