Customer Support 1
Remote US
Full time
job requisition id R-5916
With general supervision, ensure accurate, timely, and efficient customer support. Respond to customer inquiries in a manner that supports the achievement of VSP Vision’s goals.
Responds to customer inquiries ranging from routine to complex from members, clients, providers, and internal/external business partners;inquiries may range from telephone, in person, or via the internet/e-email
Contingent on the VSP Global Line of Business (LOB), requires in-depth knowledge in the following areas:
Prescriptions, Plans, Products, Services, and Procedures
Online purchasing &e-Commerce knowledge
Internet knowledge
Payment processing/payment collections
Eligibility verification
Order Status, Shipping Status, and Stock Availability
Accurate completion of necessary documentation, letters, and forms processing
Quality Assurance testing for company software
Research and resolve issues/complaints and determine appropriate resolution(s)
Solves problems and assists with issues that may not fit the cookie-cutter solution
Effectively educates and influences customers and prospective customers on the value and benefits that VSP offers through its products, services, and solutions
Identify customer trends and communicate to appropriate business partners, leaders and divisions;suggest necessary corrections, changes, or solutions;appropriately elevate situations that could have organization-wide impacts
Effectively maintains a specific line of business Customer Service standards and support level standards
Remain current on all changes to Customer Service policy, procedures, and product/services/solutions information to accurately and consistently respond to customers’inquiries
Contingent on the LOB may require attendance at benefit fairs, open enrollment meetings, and client meetings to provide information about VSP to attendees;available for occasional overnight travel
Contingent on the LOB may support Sales Representatives for any inquiry related to their customer orders
Contingent on the LOB may be the first point of contact for Sales Representatives not related to customer orders
Contingent on the LOB may process claims based on business needs and workflow fluctuations
Job Specifications
Typically has the following skills or abilities:
One to two years of customer service experience in handling moderate to complex customer inquiries in a 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 to be available for incoming calls and inquiries
Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made
Excellent interpersonal and rapport-building skills
Ability to ask appropriate and relevant questions to identify customer needs
Proven problem-solving, negotiations, and decision-making skills
Ability to use appropriate 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 this position acts as a third-party administrator (TPA) for processing payments, then candidates will be subject to a credit check
In order to successfully and consistently perform the duties of a Customer Support Representative at VSP Global on our systems and networks, the following internet and equipment (provided by VSP Global) are required:
OS (VSP Provided) Windows 10
CPU (VSP Provided) Intel Core i5-7500 (4 Cores/6MB/4T/3.6GHz)
Memory (VSP Provided) 16GB 2X8GB 2666MHz DDR4 Memory
Hard Drive (VSP Provided) 256GB Solid+L280 State Hard Drive
VSP Provided Wired Headset Yes
Wired Connection (to Router/Modem;Cable/wire provided by VSP) Router/Modem NOT provided by VSP Global Yes
Download Speed (per user on home network) 50 Mbps
Upload Speed (per user on home network) 10 Mbps
Loaded Latency <150 ms
Preferred Skills
Strong knowledge of Eyeconic Operations Salesforce Order Management System, as well as Eyeconic validation processes and procedures.
Strong critical thinking, problem-solving ability, and attention to detail
Flexible to adapt to dynamic work tasks
Efficient, organized, and able to prioritize work
#LI-RETAIL
#LI-REMOTE
Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, pleaseclick here.
Salary Ranges: $15.00 –$21.50
VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Notice to Candidates: Fraud Alert –Fake Job Opportunity Solicitations Used to Collect Fees/Personal Information.
We have been made aware that fake job opportunities are being offered by individuals posing as VSP Vision and affiliate recruiters.Click hereto learn about our application process and what to watch for regarding false job opportunities.