Call Center Specialist

The Company

Vitality is an interactive and personalized wellness program that makes it easy for you to live your healthiest life. Guided by a core purpose of making people healthier, Vitality is the leader in improving health to unlock outcomes that matter. By blending smart tech, data, incentives and behavioral science, we inspire healthy changes in individuals and organizations. Vitality brings a global perspective through successful partnerships with the smartest insurers and most forward-thinking employers around the world. More than 30 million people in 40 markets engage in the Vitality program. For more information, please visit www.vitalitygroup.com.

The Opportunity:

We are looking for a dynamic, passionate, and energetic Customer Service Representatives to support our Call Center operations. The purpose of the role is to provide exceptional service to our members, answering their queries, resolving their issues, and giving them a reason to smile when they think of our company! Our ideal candidate will be energetic and bring a positive attitude and willingness to learn, as well as being a great multitasker who is comfortable in a fast-paced work environment. Your communication skills must be top-notch, as you listen to, understand, engage with, and respond to members. You’ll need to bring patience and politeness as you explain how to navigate our program, website, app and any requirements the member needs to meet for employer-based incentives, while always keeping a close eye on confidentiality and data security.

Essential Job Functions:

• Support inbound phone calls from Vitality members across all products
• Educate members on the program, rewards, and website/app navigation; offer technical support and troubleshooting help when issues arise
• Answer 80% of calls within 20 seconds
• Aim for 90% or greater first call resolution
• Escalate member issues to Tier 2 Support or management to prevent recurring issues
• Follow all call center standard operating procedures
• Ensure all customer calls are clearly documented
• Resourceful in finding answers using available tools, best practices and creative thinking
• Robust multi-tasking skills (e.g., able to log calls and interact with the customer simultaneously)

Pay: $15.00/hour

Requirements

• 55 WPM while navigating multiple software applications
• Proficient in PC operations and navigation
• Strong analytical, problem solving, and troubleshooting skills
• High school diploma or equivalent

Preferred

• Experience with data entry and CRM software
• Experience working in call center
• College degree

Work from home requirements:

• Reliable internet service with 10MB upload/download ability in home
• Quiet and private space to work distraction free with minimal interruptions

Benefits

• 401(k) with match on eligible contributions
• Medical, Dental, Vision with nationwide coverage
• Company paid Life Insurance (Life/AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Company paid Short Term & Long Term Disability
• Work From Home
• Wellness Resources