Customer Support
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Job Description
Customer Support Representative handling complex member, client, and provider inquiries for VSP Vision. Resolving issues across insurance, e-commerce, payments, eligibility, and order support.
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, or via internet/email
- Apply line-of-business knowledge of prescriptions, plans, products, services, procedures, e-commerce, internet use, payment processing, eligibility, order/shipping status, and stock availability
- Complete required documentation, letters, and forms
- Perform quality assurance testing for company software
- Research and resolve issues and complaints and determine appropriate resolutions
- Solve non-standard customer problems
- Educate and influence customers and prospective customers about company products, services, and solutions
- Identify customer trends and communicate them to business partners, leaders, and divisions; suggest corrections, changes, or solutions
- Escalate situations that may have organization-wide impact
- Maintain line-of-business customer service and support-level standards
- Stay current on customer service policies, procedures, and product/service information
- Depending on line of business, attend benefit fairs, open enrollment meetings, and client meetings
- Depending on line of business, support Sales Representatives with customer-order inquiries or serve as their first point of contact
- Depending on line of business, process claims based on business needs and workflow fluctuations
Requirements:
- One to two years of customer service experience handling moderate to complex customer inquiries
- Experience 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
- Ability to work with multiple software programs simultaneously
- Working knowledge of MS Office package
- Effective verbal communication skills
- Effective written communication skills
- 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
- Credit check required if the position acts as a third-party administrator for processing payments
- Windows 10
- Intel® Core™ i5-7500 CPU or equivalent provided equipment
- 16GB DDR4 memory provided equipment
- 256GB solid-state hard drive provided equipment
- Wired connection to router/modem required; router/modem not provided
- Minimum download speed of 50 Mbps per user on home network
- Minimum upload speed of 10 Mbps per user on home network
- Loaded latency below 150 ms
- High engagement in virtual environments, including maintaining camera presence during meetings
Benefits:
- Company-provided OS, CPU, memory, hard drive, and wired headset
- Eligible bonuses and commissions may be included in the compensation package
- Remote work arrangement
- Occasional overnight travel opportunities/requirements depending on line of business
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