VSP Vision Care

Senior Client Operations Specialist

VSP Vision Care

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $18 - $29 per hour

Job Level

Senior

About the role

  • Provide service to our largest, most strategic clients and their brokers.
  • Provide support on client servicing and operations related items, including client implementation, renewals, contracts, maintenance, analysis, and problem resolution.
  • Consistently deliver a high level of service to achieve and maintain high client and broker satisfaction levels and support client and member retention.
  • Participate in online and/or onsite installation meetings to analyze customer requirements, system capabilities, and provide recommendations for structure and membership to support group’s moderate to complex requirements.
  • Analyze customer requirements, provide education on company capabilities, and in collaboration with account team, provide recommendations for structure, membership, and billing to support complex group requirements and performance standards.
  • Review new and renewing group structure, eligibility, and rates to ensure accurate group billing, reporting requirements, and member benefit availability.
  • Research, resolve, and accurately respond to inquiries from clients, brokers, and business partners in a consistent, accurate, professional, and timely manner.
  • Ensure client requirements are documented and communicated.
  • Identify, document, and track trends and types of issues that may be symptomatic of larger issues; escalate to the appropriate contacts and work with leadership to develop solutions.
  • Identify revenue growth opportunities when communicating with clients and brokers and forward leads to appropriate sales partners.
  • Identify at-risk clients and brokers, based on established triggers, and notify sales partners to help retain business.
  • Execute and oversee client contract related activities to ensure legal and regulatory requirements are met.

Requirements

  • Two to four years’ Customer Service or Account Service experience, or equivalent experience demonstrating the ability to build effective relationships and resolve a variety of issues
  • Preferred one year of Client Operations Specialist experience or related
  • Excellent communication and interpersonal skills to effectively communicate with internal and external business partners
  • Critical thinking and analytical, with a solution-oriented approach to work
  • Must be detail oriented and accurate
  • Strong organization and time management skills to prioritize multiple tasks
  • Proven problem solving, negotiations and decision-making skills
  • Ability to work well and be comfortable with ambiguity and change
  • Demonstrate proficiency in MS Office applications
  • Must be available to work within the full range of division hours of operation
Benefits
  • Eligible bonuses and commissions
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer serviceaccount serviceclient operationsproblem resolutioncontract managementbilling analysisdata analysisreportingnegotiationcritical thinking
Soft Skills
communicationinterpersonal skillsorganizational skillstime managementdetail orientedsolution-orientedrelationship buildingadaptabilityproblem solvingdecision making