- Support inbound telephone calls from members and provide over-the-phone assistance.
- Process and direct submissions quickly and accurately.
- Respond to customer inquiries and work toward first-call resolution.
- Submit requests to the appropriate departments to help prevent recurring issues.
- Respond rapidly to escalated inquiries and support their resolution.
- Develop knowledge of the Vitality program and identify ways to improve members’ experience.
- Identify process problems or gaps and help devise solutions.
- Track, analyze, and report on process improvements.
- Communicate issues and concerns to operations, including loading tickets for system-related issues.
- Educate customers about the program and website navigation, and capture submitted events.
Customer serviceWritten communicationVerbal communication+2 more