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
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
Must be bilingual and able to fluently speak two languages
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 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
Yes
Download Speed (per user on home network)
50 Mbps
Upload Speed (per user on home network)
10 Mbps
Loaded Latency
< 150 ms
#LI-MARCHON
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, please click here.
Salary Ranges: $15.75 - $22.58VSP 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, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws.
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 here to learn about our application process and what to watch for regarding false job opportunities.
As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees. VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.
Skills Required
- One to two years of customer service experience handling moderate to complex inquiries (call center, insurance, retail, software, telecom, manufacturing, or eyewear)
- Must be bilingual and able to fluently speak two languages
- Available to work any shift, including weekends, holidays, and overnight
- Demonstrated internet knowledge and understanding of basic internet browser settings
- Ability to work with multiple software programs simultaneously
- Working knowledge of Microsoft Office package
- Effective verbal communication skills to prioritize tasks and handle incoming calls
- Effective written communication skills to document customer situations and prepare letters
- 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 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
- Available for occasional overnight travel (contingent on line of business)
- Home internet: wired connection to router/modem; 50 Mbps download / 10 Mbps upload; loaded latency <150 ms
- Wired headset required (employer provides headset) and compatible home connection
- Pre-employment substance abuse testing required
- Subject to credit check if position acts as a third-party administrator (TPA) for processing payments
- Must follow Information Security and Privacy Policies due to access to sensitive personal and protected health information
What We Do
VSP Vision Care is a not-for-profit organization founded in 1955, providing vision benefits, eye care insurance, eyewear, and lenses, and reinvesting in communities.
