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Job Description

Summary

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."

 
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 VSP Vision 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 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 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 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 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 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 inquires
 
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 Vision on our systems and networks, the following internet and equipment (provided by VSP Vision) 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 Vision Yes
Download Speed (per user on home network) 50 Mbps
Upload Speed (per user on home network) 10 Mbps
Loaded Latency < 150 ms
This is a full-time, work-from-home position.
 
#LI-VISIONCARE
#LI-REMOTE
 
click hereCompensation 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, equity and commissions. For more information regarding VSP Vision benefits, please
Salary Range:

12.0218.3

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.

Skills
  • IT support
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