Employer: VSP Global
With general supervision, ensure accurate, timely and efficient customer support. Respond to customer inquiries in a manner that supports the achievement of VSP Global’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 benefit 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 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
Minimum 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 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 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