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