Customer Support 1

VSP Vision Care•Cynthian, OH

2d•$16 - $23

About The Position

With general supervision, the Customer Support 1 representative provides accurate, timely, and efficient customer support and responds to inquiries in ways that support business goals. The role handles routine and complex inquiries from members, clients, providers, and internal and external business partners by telephone, in person, or online/email. Depending on the line of business, the position may involve knowledge of prescriptions, plans, products, services and procedures; online purchasing and e-commerce; internet use; payment processing and collections; eligibility verification; order and shipping status and stock availability; documentation and forms; and quality assurance testing for company software. The representative researches and resolves issues and complaints, including situations that do not have a standard solution. The role educates customers and prospective customers about the value and benefits of the company's offerings, identifies customer trends, communicates them to appropriate partners and leaders, suggests corrective actions, and escalates issues with possible organization-wide impact. The representative maintains the service standards and support levels for the applicable line of business and stays current on policy, procedures, and product and service information. Depending on the line of business, the role may attend benefit fairs, open enrollment or client meetings, with occasional overnight travel; support Sales Representatives with customer-order inquiries or serve as their first point of contact for other inquiries; and process claims as business needs and workflow require. Remote or hybrid employees must demonstrate engagement in virtual settings, including maintaining camera presence during meetings. Employees may access sensitive personal information and must follow VSP Vision information security and privacy policies. A credit check applies if the position acts as a third-party administrator processing payments.

Requirements

Typically one to two years of customer service experience handling moderate to complex inquiries in a call center, insurance, manufacturing, software, telecommunications, retail, or eyewear industry.
Availability to work any shift, including weekends, holidays, and/or overnight.
Demonstrated internet knowledge, including understanding of basic browser settings.
Ability to use multiple software programs simultaneously.
Working knowledge of the Microsoft Office package.
Effective verbal communication skills and ability to prioritize multiple tasks while handling incoming calls and inquiries.
Effective written communication skills to document customer situations and prepare letters confirming agreements.
Excellent interpersonal and rapport-building skills.
Ability to ask appropriate, relevant questions to identify customer needs.
Proven problem-solving, negotiation, and decision-making skills.
Ability to use appropriate discretion and judgment when applying customer and call-handling guidelines.
Ability to listen, process transactions, and interact with customers simultaneously in a fast-paced environment.
For remote or hybrid work, ability to demonstrate engagement in virtual environments, including maintaining camera presence during meetings.
If the position acts as a third-party administrator processing payments, candidates are subject to a credit check.
For work on company systems and networks, the stated home internet and equipment requirements include Windows 10, an Intel Core i5-7500 CPU, 16 GB DDR4 memory, a 256 GB solid-state drive, a wired headset, a wired connection to a router or modem, download speed of 50 Mbps per user, upload speed of 10 Mbps per user, and loaded latency under 150 ms. The computer, operating system, headset, and connection cable are provided; router/modem is not provided.

Responsibilities

Respond to routine and complex inquiries from members, clients, providers, and internal or external business partners by phone, in person, or online/email.
Research and resolve customer issues and complaints, determining appropriate resolutions, including for situations without standard solutions.
Educate and influence customers and prospective customers about the value and benefits of company products, services, and solutions.
Identify customer trends, communicate them to appropriate business partners, leaders, and divisions, suggest corrections or solutions, and escalate situations with potential organization-wide impact.
Maintain applicable line-of-business customer service and support-level standards.
Stay current on customer service policies, procedures, and product, service, and solution information.
Depending on the line of business, provide information at benefit fairs, open enrollment meetings, and client meetings; support Sales Representatives with customer-order inquiries or other inquiries; and process claims as needed.
For remote or hybrid roles, maintain camera presence during meetings and demonstrate engagement in virtual environments.