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