Role Description We are looking for a Customer Care Specialist who will be responsible for providing excellent customer service support by quickly and accurately processing and directing submissions verbally. - Support inbound telephonic phone calls from members - Provide over the phone support - Specialize in first call resolution performance - Effectively manage and respond to inquiries as they are sent to you by customers - Submit requests to the proper departments to prevent recurring issues - Ensure rapid response and resolution of escalated inquiries - Maintain and continue to develop knowledge of the Vitality program and identify areas in need of improvement to better our members’ experience - Identify problems or gaps within current processes and help devise creative solutions to them - Track, analyze and report on improvements to current processes - Communicate verbally and/or in writing to both internal and external audiences. Key components of effective communication will include but not limited to: - Understanding your audience and its needs - Anticipating and preparing for the next questions your audience will ask - Properly positioning the information you are sharing - Understanding the impact of the information you are sharing - Communicate within operations any issues or concerns that arise. This includes loading tickets to ensure system related issues are addressed - Educate customers on the program as well as navigation of the website - Capture submitted events - Other duties as assigned Qualifications - Effective communication skills - Strong organization skills - Ability to manage multiple priorities - Customer focused and responsive - High School Diploma - Preferred: Bachelor's degree - 1-2 years of customer service experience - Health or wellness background Requirements - Pay: $16.50/hour Benefits - Medical, Dental & Vision plans - 401(k) with company match - Company paid Life Insurance (Basic, Voluntary & AD&D) - Company paid Short Term & Long Term Disability - Paid Time Off (Vacation, Sick & Public Holidays) - 100% Paid Family Leave (Maternity/Paternity) - Wellness Resources

• Handle user onboarding and offboarding requests • Process hardware and software requests, coordinating with relevant teams • Troubleshoot common IT issues • Act as the first line of response for product-related tickets • Gather the right information from the reporter • Resolve straightforward product queries • Create and manage user accounts across OE platforms • Review post-event issue tickets raised by internal teams • Carry out routine Salesforce admin tasks including merging duplicate records • Use the Product Knowledge Base as the go-to resource for issue resolution

• Proactively engage users via **chat** and **calls** during onboarding and early usage; • Reach out to users showing low activity or early churn signals and help them get back on track; • Act as a **human recovery layer**: understand user frustration, diagnose issues, and rebuild trust through real conversation; • Help users understand what can be improved to get better results, using clear and empathetic communication; • Recommend profile, CV, or job search improvements, including relevant paid add-ons (e.g. resume review) when they add real value; • Share user feedback and recurring patterns with Product to improve the overall customer experience.

• Proactively engage users via **chat** and **calls** during onboarding and early usage; • Reach out to users showing low activity or early churn signals and help them get back on track; • Act as a **human recovery layer**: understand user frustration, diagnose issues, and rebuild trust through real conversation; • Help users understand what can be improved to get better results, using clear and empathetic communication; • Recommend profile, CV, or job search improvements, including relevant paid add-ons (e.g. resume review) when they add real value; • Share user feedback and recurring patterns with Product to improve the overall customer experience.