VSP Vision Care

Customer Support Representative

VSP Vision Care

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $18 - $29 per hour

About the role

  • Provide education and assistance to internal and external customers
  • Act as a first point of contact in addressing complex and escalated customer concerns
  • Respond to routine and complex telephone or written inquiries from members, doctors, clients and consumers
  • Utilize in-depth knowledge of policies, procedures, medical terminology, telephone and writing techniques
  • Remain current on all changes to policy, procedure and product information
  • Maintain and organize correspondence to ensure consistent, accurate and professional responses
  • Document performance opportunities acquired through escalated calls or frequent agent interactions

Requirements

  • Two to four years customer service experience handling complex issues in a high volume environment
  • One year taking ACD calls within a call center environment
  • Available to work any shift, including weekends, holidays, and/or overnight
  • Demonstrated effective written communication skills including business writing, grammar, punctuation in order to correspond with customers via letter, email and webchat
  • Demonstrated ability to work independently and within a team with minimal supervision; takes initiative to effectively carry out responsibilities
  • Demonstrated ability to effectively communicate and/or coach as necessary with all levels of employees; possesses strong interpersonal skills
  • Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made verbally
  • Demonstrated ability to learn, support change management and assimilate new information quickly
  • Excellent problem solving, critical thinking and effective negotiation skills
  • Ability to work at a computer at least 90% of the time
  • Ability to work within multiple complex systems to extract information needed to support customers
Benefits
  • Health insurance
  • 401(k) matching
  • Paid time off
  • Remote work options
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer serviceACD callsmedical terminologybusiness writinggrammarpunctuationproblem solvingcritical thinkingnegotiationchange management
Soft Skills
effective communicationinterpersonal skillsindependent workteamworkinitiativecoachingadaptabilityorganizationattention to detailtime management