Customer Service Representative
Capital Blue Cross
React
Customer Support
VSP Vision Care
full-time
Posted on:
Location Type: Remote
Location: Remote • California • 🇺🇸 United States
Visit company websiteSalary
💰 $16 - $23 per hour
Job Level
Junior
About the role
- With general supervision, ensure accurate, timely, and efficient customer support
- Respond to customer inquiries ranging from routine to complex from members, clients, providers, and internal/external business partners via telephone, in person, or via the internet/e-email
- Contingent on the Line of Business (LOB), require in-depth knowledge in areas: Prescriptions, Plans, Products, Services, and Procedures
- Handle 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 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
- Identify customer trends and communicate to appropriate business partners, leaders, and divisions; suggest corrections or escalate organization-wide impacts
- Maintain specific line of business Customer Service standards and support level standards; remain current on all changes to policy, procedures, and product/services/solutions information
- Contingent on the LOB, may require attendance at benefit fairs, open enrollment meetings, client meetings, occasional overnight travel, support Sales Representatives, be first point of contact for Sales Representatives, or process claims based on business needs and workflow fluctuations
Requirements
- 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
- 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, negotiations, 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
- Internet and equipment requirements: Download Speed (per user on home network) 50 Mbps; Upload Speed (per user on home network) 10 Mbps; Loaded Latency < 150 ms; Wired Connection (to Router/Modem)
Benefits
- As a part of the compensation package, this role may include eligible bonuses and commissions.
- For more information regarding VSP Vision benefits, please click here .
- Remote locations Remote US
- Equipment provided: 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)
- Wired Connection (to Router/Modem; Cable/wire provided); Router/Modem NOT provided
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicepayment processingeligibility verificationquality assurance testinginternet knowledgee-commercedocumentation processingproblem-solvingnegotiationsdecision-making
Soft skills
effective verbal communicationeffective written communicationinterpersonal skillsrapport-buildingability to prioritize tasksdiscretion and judgmentlistening skillsability to work in fast-paced environmentinfluence skillsability to ask relevant questions
