Customer Support 1

VSP Vision Care; Deutschland; Hybrid; EUR 19.000 - 27.000; Vollzeit

Zusammenfassung

VSP Vision Care is seeking a Customer Support Representative to handle inquiries from members, clients, providers, and partners. You will respond via phone, email, or in person and support a variety of tasks including order status, eligibility, and documentation processing.

The role requires 1–2 years of customer service experience, ability to work flexible shifts, and proficiency with multiple software programs and MS Office.

Qualifikationen

• 1–2 years of customer service experience handling moderate to complex inquiries in call center, insurance, software, or eyewear industries
• Available to work any shift, including weekends, holidays, and/or overnight
• Proven ability to work with multiple software programs, simultaneously
• Working knowledge of MS Office
• Excellent verbal and written communication skills

Aufgaben

• Respond to customer inquiries ranging from routine to complex from members, clients, providers, and internal/external business partners; inquiries may be via telephone, in person, or internet/email
• Identify customer needs and provide accurate information, guidance, and problem resolution
• Educate customers on the value and benefits of the company's products and services
• Maintain customer service standards and respond to changes in policy or product information
• Collaborate with sales and other teams as needed to support customer orders and inquiries
• Process claims and documentation as required based on business needs and workflow

Kenntnisse

Customer service

Call center experience

MS Office

Jobbeschreibung

With general supervision, ensure accurate, timely, and efficient customer support. Respond to customer inquiries in a manner that supports the achievement of goals.

Respond to customer inquiries ranging from routine to complex from members, clients, providers, and internal/external business partners; inquiries may range from telephone, in person, or via the internet/e-email

Contingent on the Line of Business (LOB), requires in-depth knowledge in the following areas:

• Prescriptions, Plans, Products, Services, and Procedures
• Online purchasing & e-Commerce knowledge
• Internet knowledge
• 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)

Effectively educate and influence customers and prospective customers on the value and benefits that the company offers through its products, services, and solutions

Identify customer trends and communicate to appropriate business partners, leaders, and divisions; suggest necessary corrections, changes, or solutions; appropriately elevate situations that could have organization-wide impacts

Effectively maintain specific line of business Customer Service standards and support level standards

Remain current on all changes to Customer Service policy, procedures, and product/services/solutions information to respond to customer inquiries accurately and consistently

Contingent on the LOB, may require attendance at benefit fairs, open enrollment meetings, and client meetings to provide information to attendees; available for occasional overnight travel

Contingent on the LOB, may support Sales Representatives for any inquiry related to their customer orders

Contingent on the LOB, may be the first point of contact for Sales Representatives, not related to customer orders

Contingent on the LOB, may process claims based on business needs and workflow fluctuations

Job Specifications

Typically has the following skills or abilities:

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 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

In order to perform the duties of a Customer Support Representative successfully and consistently on our systems and networks, the following internet and equipment are required:

OS (Provided)

Windows 10

CPU (Provided)

Memory (Provided)

Hard Drive (Provided)

256GB Solid State Hard Drive

Wired Headset (Provided)

Yes

Wired Connection (to Router/Modem; Cable/wire provided) Router/Modem NOT provided

Yes

Download Speed (per user on home network)

50 Mbps

Upload Speed (per user on home network)

10 Mbps

Loaded Latency

< 150 ms

For roles that are remote (i.e., Work From Home (WFM)) or hybrid (i.e., partial onsite at a VSP location and WFM), must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings to support effective communication and team alignment

Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please.

Salary Ranges: $15.75 - $22.58

VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws.

Notice to Candidates: Fraud Alert - Fake Job Opportunity Solicitations Used to Collect Fees/Personal Information.

We have been made aware that fake job opportunities are being offered by individuals posing as VSP Vision and affiliate recruiters.

As a regular part of doing business,VSPVision (“VSP”)collects many different types ofpersonal information, including protected health information, about ouraudiences, includingmembers, doctors,clients, brokers, business partners,andemployees. VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.

VSP Vision Care is a leading provider of vision care, offering quality services, personalized attention, and affordable eyewear options to ensure optimal eye health.

Company size 1,001–5,000 employees

Company type Privately held Founded 1955

Total funding 0

3333 Quality Drive, Rancho Cordova, CA 95670, US