VSP Vision Care

Customer Support

VSP Vision Care

full-time

Posted on:

Origin:  • 🇺🇸 United States • California

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Salary

💰 $16 - $23 per hour

Job Level

Junior

About the role

  • Respond to customer inquiries (telephone, in person, email, internet) from members, clients, providers, and partners
  • Support inquiries ranging from routine to complex across Prescriptions, Plans, Products, Services, and Procedures (contingent on LOB)
  • Handle online purchasing, e-commerce, payment processing/collections, eligibility verification, order/shipping/stock status
  • Accurately complete documentation, letters, and forms; perform Quality Assurance testing for company software
  • Research and resolve issues/complaints, determine and implement appropriate resolutions
  • Educate and influence customers on company products, services, and benefits
  • Identify customer trends and communicate to business partners; escalate organization-wide issues as needed
  • Maintain Customer Service standards and remain current on policy, procedure, and product changes
  • May attend benefit fairs, open enrollment, client meetings; occasional overnight travel possible
  • May support Sales Representatives, act as first point of contact, or process claims depending on LOB and business needs

Requirements

  • 1–2 years of customer service experience handling moderate to complex inquiries
  • Available to work any shift, including weekends, holidays, and/or overnight
  • Demonstrated internet knowledge and understanding of basic browser settings
  • Demonstrated ability to work with multiple software programs simultaneously
  • Working knowledge of MS Office
  • Effective verbal communication and written communication skills
  • Excellent interpersonal and rapport-building skills
  • Ability to ask appropriate questions to identify customer needs
  • Proven problem-solving, negotiation, and decision-making skills
  • Ability to use discretion and judgment applying customer/call handling guidelines
  • Ability to listen, process transactions, and interact with customers simultaneously
  • If acting as a third-party administrator for payments, candidates subject to credit check
  • Required home internet: download 50 Mbps, upload 10 Mbps, latency <150 ms