Customer Service Rep (Call Center) at National Vision Administrators

Riverwalkertalent•Clifton, NJ

16h•Onsite

About The Position

National Vision Administrators (NVA), part of the Benecard Services family of companies, is hiring full-time, non-exempt Customer Service Representatives for its growing call center in Clifton, New Jersey. This is an on-site, 40-hour-per-week role with no remote or hybrid option. Representatives primarily handle incoming calls from NVA members and eye care providers about vision plan benefits, customer service, and quality-of-care concerns. They may also make calls and support written channels such as email or chat as the team grows. The role requires balancing call center metrics with clear, professional, empathetic service to callers who may be frustrated or upset, while maintaining strong working relationships with coworkers. New hires complete four weeks of paid onboarding training before handling calls independently, followed by ongoing training, coaching, and development. NVA promotes from within and offers opportunities to develop into trainer, team lead, and supervisor roles. The listed starting salary is $41,000 per year, described as annualized base salary plus incentive earnings and merit increases. The training schedule is 9:30 AM–5:30 PM, Monday through Friday, for the first four weeks. After training, the weekday schedule is 9:30 AM–6:00 PM, Monday through Friday. Two weekend days per month are required; Saturday shifts are 8:30 AM–5:00 PM and Sunday shifts are 10:00 AM–4:00 PM, with Sundays counting as a full eight-hour day and including a shift differential. Employees receive a weekday off for each weekend day worked. Two holidays per year must be worked, with a comp day provided for each. Later shifts, up to 8:00 PM, may become available after the first year.

Requirements

High school diploma or equivalent.
At least one year of recent call center or phone-based customer service experience; extensive phone-based customer service experience in a high-volume service role may substitute.
Exceptional customer service, active listening, verbal and written communication skills, and professional phone etiquette.
Clear, professional writing skills, including full sentences and correct spelling and grammar.
Computer proficiency, strong typing skills, and experience using online software.
Reliable transportation to the Clifton, New Jersey office and ability to commute on site five days per week.
Ability to commit to the weekday schedule and two weekend days per month, as well as two required holidays per year.
Empathy and a respectful, non-judgmental approach to serving members, providers, and coworkers.
Ability to remain calm and professional in tense situations; learn quickly and retain information; think critically and take initiative; stay organized and manage time effectively; accept feedback and coaching; and demonstrate adaptability and accountability.

Nice To Haves

Experience with CRM databases is strongly preferred.
Bilingual Spanish/English skills are a plus.

Responsibilities

Answer and make calls to NVA members and providers regarding plan benefits, customer service, quality-of-care concerns, complaints, and other issues.
Listen actively, confirm or clarify information, explain viable solutions, and de-escalate upset callers when needed.
Document calls and potentially support written customer-service channels such as email or chat as the team grows.
Keep knowledge of plans, policies, and procedures current, and research complex cases as needed.
Use software, tools, and training materials effectively.
Meet or exceed call center metrics while providing consistently excellent service.
Build reliable, trusting relationships with customers and colleagues.
Participate in four weeks of onboarding and ongoing training and learning opportunities.
Follow company policies and procedures, especially those related to attendance and knowledge retention.