Customer Care Specialist

About the Role

Vitality Group Inc. is seeking a dedicated Customer Care Specialist to deliver outstanding customer service by efficiently managing and directing customer inquiries through verbal communication.

Key Responsibilities

• Handle incoming phone calls from members addressing their needs promptly.
• Provide telephone-based support to answer queries and resolve issues.
• Focus on resolving customer concerns in the first call to enhance satisfaction.
• Respond effectively to customer inquiries received through various channels.
• Forward requests to appropriate departments to avoid repetitive problems.
• Ensure swift handling and resolution of escalated customer questions.
• Continuously expand knowledge of the Vitality program and proactively identify opportunities to improve member experiences.
• Detect flaws or gaps in current procedures and contribute creative solutions to address them.
• Monitor, evaluate, and report on enhancements made to existing processes.
• Communicate clearly and appropriately with both internal teams and external customers considering audience needs, anticipating further questions, and positioning information carefully.
• Report any operational issues or concerns promptly by logging tickets for system-related challenges.
• Guide customers on program features and website navigation.
• Record submitted events accurately and perform additional related duties as needed.

Qualifications and Requirements

• Strong verbal communication skills.
• Excellent organizational abilities.
• Capable of handling multiple tasks simultaneously.
• Customer-focused attitude with responsiveness to inquiries.
• Completion of High School Diploma is mandatory.

Preferred Qualifications

• Bachelor’s degree preferred.
• 1 to 2 years of experience in customer service roles.
• Background or interest in health or wellness sectors is a plus.

Compensation and Benefits

• Hourly pay rate of $16.50.
• Comprehensive medical, dental, and vision insurance plans.
• 401(k) retirement plan with company matching contributions.
• Company-covered life insurance including basic, voluntary, and AD&D.
• Short and long-term disability insurance fully paid by the company.
• Paid time off covering vacation, sick leave, and public holidays.
• Fully paid family leave for maternity and paternity.
• Access to wellness resources to support employee health.