Optical Member Services Representative

Vision Benefits of America (VBA); Middletown Township (PA); Hybrid; USD 26,000 - 28,000; Full time

Benefits offered by this job

Health and Dental benefits

Vision, Disability, Life Insurance

401k with employer match

Generous time off

Job summary

Vision Benefits of America (VBA) is seeking a full-time Member Service Representative who thrives on helping others, resolving member questions, and educating members on their benefit plans. This remote role offers a path to growth in a fast-paced team environment.

You will respond to requests by phone, email, and fax; explain benefits as authorized by each group; and act as a liaison for eligibility, claims questions, and customer satisfaction. Pennsylvania residency is required.

Qualifications

• 1+ year of full-time customer service experience; call center preferred.
• Must be authorized to work in the U.S. without sponsorship now or in the future.
• Residence in Pennsylvania required.

Responsibilities

• Serve as the first contact for member issue escalation and resolution.
• Respond to member requests via phone, email, and fax.
• Explain the member's customized benefit plan as authorized by each group.
• Liaise on benefit eligibility, claims questions and customer satisfaction.
• Educate members on our website and assist with navigation.
• Coordinate with the Supervisor of Member Services to ensure quality service.

Skills

Customer service

Call center

Communication

MS Word

Excel

Problem solving

Time management

Diplomacy

Tools

MS Word

Excel

Job description

Are you looking for a dynamic position in a growing organization? Are you a people-person who thrives on cultivating new relationships over the phone and helping others? Do you want a fast-paced, team environment with room for growth? If so, VBA is looking for you.

As a full-time, Member Service Representative, you are a vital resource to our customers -- troubleshooting complex member questions, responding to member concerns and educating members on their benefit plan. For success in this position, you must have the ability to multi-task, be dependable, and possess top-notch communication skills. Additional opportunities are available as we expand our network, depending on your positive contributions and ability to adapt to change.

ESSENTIAL JOB FUNCTIONS

• Serve as the first point of contact for member issue escalation and resolutions
• Respond to member requests via phone, email, and fax
• Explain the member's customized benefit plan, as authorized by each individual group
• Act as a liaison for member issues including benefit eligibility, claims questions, and customer satisfaction
• Provide education and orientation of our website to members
• Work with Supervisor of Member Services to ensure proper customer service is being delivered
• Performs other duties of a clerical nature as assigned or required

*The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of this position.

QUALIFICATIONS

• WORK EXPERIENCE: at least one (1) year of full-time customer service experience; experience in a call center environment is preferred
• Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future.
• Must maintain a residence in Pennsylvania throughout employment.

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to work independently with minimal supervision
• Ability to remain calm and diffuse difficult situations
• Ability to influence and effectively communicate with diverse personalities
• Effective oral and written communication skills with internal and external clients
• Strong analytical, problem solving and decision making skills
• Effective organizational and time management skills
• Ability to work well with all levels of management and staff while maintaining a professional and diplomatic demeanor
• Considerable knowledge of MS Word and Excel

This is a full-time position. Days and hours of work are Monday through Friday 10:00 AM to 6:00 PM with occasional overtime.

This position is currently remote. Our office in Carnegie, PA will remain accessible for use as needed. Selected candidate will be required to complete training periodically in-office for the first 3 weeks (hybrid training) of employment and must be available to report to our office occasionally for team/company meetings.

Computer and software provided by VBA. Employee must have access to reliable internet connection and a quiet workspace.

Membership in OPEIU Local No. 457 is required.

BENEFITS

Starting pay rate is $19.00-$20.00 per hour.

Full-time, permanent VBA employees receive an exceptional benefits package including :

• Health and Dental benefits with minimal employee contribution.
• Employer paid Vision, Short Term and Long Term Disability, and Life Insurance benefits. Vision plan offers generous allowances, no copays, and two materials per year for eligible employee and dependents.
• 401k employer matching up to 6% following six months of service, vesting after five years of service.
• Generous time off and leave package