Act as a first point of contact in addressing the complex and escalated customer concerns related to changes within our family of companies and lines of business (LOBs)
Respond to routine and complex telephone or written inquiries from members, doctors, clients, and consumers; effectively position messages in a manner that is supportive of divisional and corporate strategies as necessary to ensure appropriate resolutions
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
Demonstrate confidence and skill in guiding customers in arriving at solutions that are supportive of strategic initiatives
Identify and analyze trends and communicate to appropriate business partners. Suggest necessary corrections, changes, or solutions. Appropriately elevate situations that could have broader customer or business impacts
Utilize in-depth knowledge of policies, procedures, medical terminology, telephone and writing techniques. Remain current on all changes to policy, procedure, and product information to accurately and consistently respond to inquiries
Maintain and organize correspondence to ensure consistent, accurate, and professional responses. Recommend updates to online knowledge management tools to clarify policy and procedures when conflicting information exists. May make recommendations or create new content
Assist leadership staff in providing coaching and policy or procedural support to CSRs as applicable.
Document performance opportunities acquired through escalated calls or frequent agent interactions (compliments/complaints/coaching opportunities), and provide to appropriate Supervisor.
Contingent on the LOB, may create and manage assignments of monthly audit inventory
Contingent on the LOB, may assist in the functions around complaints and grievances, such as monitoring compliance, reporting, etc.
Contingent on the LOB, may assist in identifying technical issues through problem duplication and manipulation of customer data to provide details to the software development team for product correction and improvement
May be required to utilize multiple hardware and software tools to troubleshoot a variety of issues
Job Specifications
Typically has the following skills or abilities:
Two to four years of customer service experience handling complex issues in a high-volume environment
One year taking ACD calls within a call center environment
Available to work any shift, including weekends, holidays, and/or overnight
Demonstrated effective written communication skills including business writing, grammar, and punctuation to correspond with customers via letter, email, and webchat
Demonstrated ability to work independently and within a team with minimal supervision; takes initiative to effectively carry out responsibilities
Demonstrated ability to effectively communicate and/or coach as necessary with all levels of employees; possesses strong interpersonal skills
Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made verbally
Demonstrated ability to learn, support change management, and assimilate new information quickly
Excellent problem-solving, critical thinking, and effective negotiation skills
Ability to work at a computer at least 90% of the time
Ability to work within multiple complex systems to extract information needed to support customers
If this position acts as a third-party administrator (TPA) for processing payments, then candidates will be subject to a credit check
For roles that are remote (i.e., Work From Home (WFM)) or hybrid (i.e., partial onsite at a VSP location and WFM), must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings to support effective communication and team alignment
In order to successfully and consistently perform the duties of a Customer Support Representative on our systems and networks, the following internet and equipment (provided by the company) 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
Company Provided Wired Headset
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-VISIONCARE
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: $17.85 - $28.88VSP 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
- Two to four years of customer service experience handling complex issues in a high-volume environment
- One year taking ACD calls within a call center environment
- Available to work any shift, including weekends, holidays, and/or overnight
- Effective written communication skills including business writing, grammar, and punctuation for letters, email, and webchat
- Ability to work independently and within a team with minimal supervision; takes initiative
- Demonstrated ability to effectively communicate and/or coach across all employee levels; strong interpersonal skills
- Ability to work at a computer at least 90% of the time
- Ability to work within multiple complex systems to extract information needed to support customers
- Demonstrated ability to learn, support change management, and assimilate new information quickly
- Excellent problem-solving, critical thinking, and effective negotiation skills
- Familiarity with prescriptions/plans/products/services, online purchasing/e-commerce, internet knowledge, payment processing, eligibility verification, and order/shipping status
- Required home equipment/internet: Windows 10 OS, wired Ethernet connection, company-provided wired headset, 50 Mbps down / 10 Mbps up, <150 ms latency
- Subject to credit check if position acts as a third-party administrator (TPA) for processing payments
- Maintain camera presence during virtual meetings if the role is remote or hybrid
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.
