Customer Support 2

With minimal supervision, provide education and assistance to internal and external customers in a manner that support the achievement of the company’s satisfaction, growth, and operational excellence goals.

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 duti