Customer Service Support Specialist

Vitality Group Inc.

. Manage escalated inquiries from Customer Care and Administration agents .

Posted 9/15/2026full-timeChicago • Illinois • United StatesJuniorMid-Level💰 $39,520 - $47,480 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills with a focus on problem-solving and communication. Capable of managing escalated inquiries and improving member experience through analytical skills and process improvements.

Highest-signal resume keywords

Customer Service ExperienceStrong Analytical SkillsExcellent Written CommunicationProblem-Solving SkillsHealth or Wellness Background

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process ImprovementData AnalysisPC SkillsTicket ManagementProgram Education

Soft Skills

Communication SkillsOrganizational SkillsSelf-StarterCustomer FocusedHighly Motivated

Certifications & Qualifications

BA or BS Degree

Industry Keywords

HealthWellnessCustomer CareMember ExperienceClient Events

About the role

Key responsibilities & impact

Manage escalated inquiries from Customer Care and Administration agents
Ensure rapid response and resolution of escalated inquiries
Maintain and develop knowledge of The Vitality Group’s program and identify areas to improve member experience
Receive inbound calls directly from members in a backup capacity to the Call Center
Manage escalated service concerns from brokers, employer contacts or account managers and respond regarding their concerns
Communicate verbally and/or in writing with internal and external clients
Anticipate and prepare for audience questions
Submit requests to the proper department and recommend process and procedure improvements
Track, analyze and report on process improvements to avoid potential service issues
Communicate operational issues and concerns, including loading tickets for system-related issues
Educate clients on the program and website navigation
Capture events submitted manually and electronically
Attend and/or present at client events, which may include travel
Create a “we care” atmosphere
Perform other duties as assigned

Requirements

What you’ll need

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
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

Comp & perks

Medical, Dental and Vision
401(k) with company match
Company paid Life, AD&D Short and Long term disability insurance
Generous PTO, Holidays and Summer Fridays
100% paid parental leave
Wellness Resources