Customer Support 1

Vrijwilligers Service Punt; United States; Remote; USD 22,000 - 31,000; Full time

Benefits offered by this job

Bonus potential

Commission eligible

Job summary

VSP Vision is seeking a Customer Support Representative to respond to inquiries via phone, email, and in person, handling routine to complex scenarios with accuracy. The role requires deep knowledge of prescriptions, plans, products, services, and procedures, and involves educating customers on benefits and guiding them through orders, eligibility, and shipping statuses.

Candidates should have 1–2 years of customer service experience, strong communication skills, and the ability to work across

Qualifications

• One to two years of customer service experience handling moderate to complex inquiries.
• Ability to work with multiple software programs concurrently.
• Strong verbal and written communication skills for documentation and emails.

Responsibilities

• Respond to customer inquiries via phone, email, and in person with accuracy and efficiency.
• Provide information on prescriptions, plans, products, services, and procedures.
• Identify trends and escalate issues to appropriate partners to improve processes.
• Educate customers on the value and benefits of the company's products and solutions.
• Assist with order status, shipping, eligibility verification, and online purchasing.
• Maintain up-to-date knowledge of customer service policies and product information.

Skills

Customer service

Internet knowledge

MS Office

Verbal communication

Written communication

Problem solving

Multitasking

Tools

MS Office

Job description

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 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 and assist with issues 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 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 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, negotiation, 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) 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) 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 (WFH)) or hybrid (i.e., partial onsite at a VSP location and WFH), must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings to support effective communication and team alignment #LI-VISIONCARE

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 click here. 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.

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. At VSP Vision, we’re all about seeing potential—literally! We believe that everyone deserves access to quality vision care, and we’re on a mission to make that happen. With nearly 70 years in the eye health industry, our team is driven by compassion, care, and a shared mission to help people see every possibility. When you join our global family of nearly 15,000 teammates, you’re stepping into a world where innovation meets impact. We value collaboration, inclusion, and making sure that everyone feels they belong.

Ready to grow your career in an environment that’s as supportive as it is inspiring? Then VSP is the place for you. Let’s work together to create a clearer, brighter future—one person at a time. Follow your heart to VSP! #VisionWithHeart