[Hiring] Customer Support 1 @VSP Vision Care

Role Description

With general supervision, ensure accurate, timely, and efficient customer support. Respond to customer inquiries in a manner that supports the achievement of goals.

Essential Functions

• Respond 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 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)
  • Solve problems and assist with issues that may not fit the “cookie-cutter” solution
  • Effectively educate and influence customers and prospective customers on the value and benefits that the company 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 maintain 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 respond to customer inquiries accurately and consistently
  • Contingent on the LOB, may require attendance at benefit fairs, open enrollment meetings, and client meetings to provide information 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

Qualifications

• One to two years of customer service experience in 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 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

Requirements

• In order to perform the duties of a Customer Support Representative successfully and consistently on our systems and networks, the following internet and equipment are required:
  • OS (Provided): Windows 10
  • CPU (Provided): Intel® Core™ i5-7500 (4 Cores/6MB/4T/3.6GHz)
  • Memory (Provided): 16GB 2X8GB 2666MHz DDR4 Memory
  • Hard Drive (Provided): 256GB Solid State Hard Drive
  • Wired Headset (Provided): Yes
  • Wired Connection (to Router/Modem; Cable/wire provided): Router/Modem NOT provided
  • Download Speed (per user on home network): 50 Mbps
  • Upload Speed (per user on home network): 10 Mbps
  • Loaded Latency: < 150 ms

Working Conditions

The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust etc.

Compensation

• Salary Ranges: $15.75 - $22.58
• As a part of the compensation package, this role may include eligible bonuses and commissions.