Customer Service Support Specialist

HybridVitality Group International, Inc.Full time

Chicago, Illinois, United States

Description

Job Purpose

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.

Requirements

BA or BS degree or preferred

2-3 years Customer Service experience

Health or Wellness related background preferred

Strong analytical and PC skills

Ability to handle multiple priorities in a fast-paced work environment

Self-starter with the ability to achieve results

Knowledge:

Excellent written and oral communication skills

Strong organization, communication and problem-solving skills

Customer focused and responsive

Highly motivated and energetic professional who enjoys working in an entrepreneurial, fast-growing environment

Benefits

Health Care Plan (Medical, Dental & Vision)

Retirement Plan (401k, IRA)

Life Insurance (Basic, Voluntary & AD&D)

Paid Time Off (Vacation, Sick & Public Holidays)

Parental Leave

Short Term & Long Term Disability

Hybrid Work

Catered Food & Snacks

Wellness Resources