Customer Support

• 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
• Anticipate and prepare for next questions the audience will ask
• Submit requests to the proper department to prevent re-occurring issues and recommend improvements
• Track, analyze and report on improvements of certain processes to avoid potential service issues
• Communicate within operations issues and or concerns that may arise and load tickets for system issues
• 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

Customer Support Specialist

Child Support Specialist – Trainee

Legal Support Specialist, Commercial

Customer Experience Specialist