RXO - Specialist - Cust Svc - H (Operations & Services Excellence)

General Function

The Customer Service Specialist provides exceptional customer service support by email and over the phone to Members, Providers, Benefits Administrators, and Internal Customers. The Specialist also runs queries to pull forms fulfillment requests and trend volumes.

Major Duties and Responsibilities

• Manages and supports EyeMed.com general email requests for Members and Providers with website registration and content, record updates, claim explanations, claims research, eligibility issues, terminations, and reinstatements.
• Researches and troubleshoots escalated issues from customer service phone agents. Multi tasks priorities and partners with other departments to resolve issues within established timelines.
• Manages internal research team mailbox from account managers, plan set up, claims, provider relations for escalated issues and customer outreach.
• Manages metastorm workflow tool and ensures all issues submitted from phone agents are complete and accurate before sending to business lines for resolution.
• Reports issue trends to business leads and tracks response times from business partners on escalated issues.
• Provides escalated Customer Service support over the phone in a timely, consistent, and courteous manner to EyeMed members and providers.
• Uses system tools as appropriate to escalate issues between the various functional areas within EyeMed.
• Anticipates and follows-up on requests and issues with a proactive, problem-solving approach.
• Provides expert service specific to cross-functional needs for designated customers.
• Effectively and professionally handles all escalated issues to meet Customer Care Center productivity and quality goals.
• Communicates with others:
  • Internal – Call Center associates and other EyeMed functional areas
  • External – Members/Providers

Basic Qualifications

• High School Diploma
• 3+ years experience in a professional business
• Strong oral & written communication skills
• Research & problem solving skills
• Ability to provide exceptional customer service
• Exhibit resourcefulness in resolving problem situtations
• Manage time & multiple tasks effectively

PREFERRED QUALIFICATIONS

• College or University degree
• Existing knowledge of EyeMed products & services within Call Center environment
• Knowledge of vision benefits and/or insurance company

Total Rewards

Pay Range: 24.05 - 34.55
This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

About the Role

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray-Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, LensCrafters, and Target Optical, and leading e-commerce platforms.