Customer Support
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Job Description
Customer Support Representative resolving complex member, client, and provider inquiries for VSP Vision, an eye-care benefits provider. Processing transactions, researching complaints, and maintaining service standards.
Responsibilities:
- Provide accurate, timely, and efficient customer support with general supervision
- Respond to routine and complex inquiries from members, clients, providers, and internal/external business partners by telephone, in person, and via internet/email
- Support inquiries involving prescriptions, plans, products, services, procedures, online purchasing, e-commerce, internet use, payment processing, eligibility verification, order/shipping status, and stock availability, as applicable to the line of business
- Complete necessary documentation, letters, and forms accurately
- Perform quality assurance testing for company software
- Research and resolve issues and complaints and determine appropriate resolutions
- Solve non-standard customer problems and assist with issues requiring discretion
- Educate and influence customers and prospective customers on the value and benefits of company products, services, and solutions
- Identify customer trends and communicate them to business partners, leaders, and divisions; suggest corrections, changes, or solutions
- Escalate situations with potential organization-wide impact
- Maintain line-of-business customer service and support-level standards
- Stay current on customer service policies, procedures, and product/service/solution information
- Attend benefit fairs, open enrollment meetings, and client meetings and provide information, as applicable
- Support Sales Representatives with customer-order inquiries, as applicable
- Serve as a first point of contact for Sales Representatives, as applicable
- Process claims based on business needs and workflow fluctuations, as applicable
- Occasionally travel overnight, as applicable to the line of business
Requirements:
- One to two years of customer service experience handling moderate to complex customer inquiries in call center, insurance, manufacturing, software, telecommunications, retail, or eyewear industries
- Available to work any shift, including weekends, holidays, and/or overnight
- Demonstrated internet knowledge and understanding of basic internet browser settings
- Demonstrated ability to work with multiple software programs simultaneously
- Working knowledge of MS Office package
- Effective verbal communication skills to prioritize multiple tasks and handle incoming calls and inquiries
- Effective written communication skills to document customer situations and prepare letters
- Excellent interpersonal and rapport-building skills
- Ability to ask appropriate and relevant questions to identify customer needs
- Proven problem-solving, negotiation, and decision-making skills
- Ability to use discretion and judgment in applying customer/call handling guidelines
- Ability to listen, process transactions, and interact with customers simultaneously in a fast-paced environment
- Candidates may be subject to a credit check if the position acts as a third-party administrator for processing payments
- Remote work requires a computer meeting the specified OS, CPU, memory, hard drive, headset, wired connection, download speed, upload speed, and latency requirements
- For remote or hybrid roles, must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings
- Employees with access to sensitive personal information must follow Information Security and Privacy Policies
Benefits:
- Company-provided Windows 10 computer with Intel® Core™ i5-7500 processor, 16GB memory, and 256GB solid-state hard drive
- Company-provided wired headset
- Company-provided wired connection cable
- Eligible bonuses and commissions may be included in the compensation package
- VSP Vision benefits
- Equal opportunity employment
- Drug-free workplace
- Pre-employment substance abuse testing
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