Respond 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 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)

Solve problems and assist with issues that may not fit the “cookie-cutter” solution

Effectively educate and influence customers and prospective customers on the value and benefits that the company 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 maintain 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 respond to customer inquiries accurately and consistently

Contingent on the LOB, may require attendance at benefit fairs, open enrollment meetings, and client meetings to provide information 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 call center, insurance, manufacturing, software, telecommunications, retail, or eyewear industries

Must be bilingual and able to fluently speak two languages

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, negotiation, 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 perform the duties of a Customer Support Representative successfully and consistently on our systems and networks, the following internet and equipment 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

Wired Headset (Provided)

Yes

Wired Connection (to Router/Modem; Cable/wire provided) Router/Modem NOT provided

Yes

Download Speed (per user on home network)

50 Mbps

Upload Speed (per user on home network)

10 Mbps

Loaded Latency

< 150 ms

For roles that are remote (i.e., Work From Home (WFH) or hybrid (i.e., partial onsite at a VSP location and WFH), must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings to support effective communication and team alignment

#LI-MARCHON

Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws.

Notice to Candidates: Fraud Alert - Fake Job Opportunity Solicitations Used to Collect Fees/Personal Information. 

We have been made aware that fake job opportunities are being offered by individuals posing as VSP Vision and affiliate recruiters. Click here to learn about our application process and what to watch for regarding false job opportunities. 

As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees.  VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.