Customer Support 1

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.

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 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 maintains a 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 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 a 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

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

Preferred Skills

Strong knowledge of Eyeconic Operations Salesforce Order Management System, as well as Eyeconic validation processes and procedures.

Strong critical thinking, problem-solving ability, and attention to detail