Customer Support 2

About the Role

With minimal supervision, provide education and assistance to internal and external customers in a manner that supports the achievement of the company’s satisfaction, growth, and operational excellence goals. Act as a first point of contact in addressing complex and escalated customer concerns related to changes within our family of companies and lines of business (LOBs).

Responsibilities

• 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 to ensure appropriate resolutions.
• Demonstrate in-depth knowledge contingent on the Line of Business (LOB) 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
• Accurately complete necessary documentation, letters, and forms processing.
• Guide customers in arriving at solutions that support strategic initiatives.
• Identify and analyze trends and communicate them 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 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 the appropriate Supervisor.
• Contingent on the LOB, create and manage assignments of monthly audit inventory.
• Contingent on the LOB, assist in functions around complaints and grievances, such as monitoring compliance and reporting.
• Contingent on the LOB, 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.

Requirements

• 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, candidates will be subject to a credit check.
• For remote (Work From Home) or hybrid roles, must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings to support effective communication and team alignment.

Equipment and Internet Requirements

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): Yes (Router/Modem NOT provided)
• Download Speed (per user on home network): 50 Mbps
• Upload Speed (per user on home network): 10 Mbps
• Loaded Latency: < 150 ms

Pay

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.

Salary Ranges: $17.85 - $28.88

Benefits

For more information regarding VSP Vision benefits, please click here.