Customer Support
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Job Description
Customer Support Representative resolving member, client, provider, and partner inquiries for VSP Vision’s eye-care business. Handling orders, claims, payments, complaints, and customer education remotely.
Responsibilities:
- Respond to routine and complex customer inquiries from members, clients, providers, and internal/external business partners by telephone, in person, or via internet/email
- Provide support involving prescriptions, plans, products, services, procedures, e-commerce, payments, eligibility, orders, shipping, and stock availability as applicable to the line of business
- Complete documentation, letters, and forms accurately
- Perform quality assurance testing for company software
- Research and resolve issues and complaints, including non-standard problems
- 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 and escalate organization-wide issues appropriately
- Maintain Customer Service and support-level standards
- Stay current on Customer Service policies, procedures, and product/service information
- Attend benefit fairs, open enrollment meetings, and client meetings when required; occasionally travel overnight
- Support Sales Representatives with customer-order inquiries when required
- Serve as a first point of contact for Sales Representatives when required
- Process claims based on business needs and workflow fluctuations when required
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
- If acting as a third-party administrator for processing payments, candidates will be subject to a credit check
- Remote work requires Windows 10, Intel Core i5-7500 CPU, 16GB DDR4 memory, 256GB solid-state hard drive, wired headset, wired router/modem connection, 50 Mbps download speed, 10 Mbps upload speed, and loaded latency under 150 ms
- Must maintain camera presence during meetings and demonstrate high engagement in virtual environments
Benefits:
- Company-provided OS, CPU, memory, hard drive, and wired headset
- Company-provided cable/wire for wired router/modem connection
- Eligible bonuses and commissions may be included in the compensation package
- VSP Vision benefits package
- Equal opportunity employer
- Drug-free workplace
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