Customer Support

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $17 - $28 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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VSP Vision Care

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1955

🏥 Healthcare

📣 Marketing

🍽️ Food & Beverage

Healthcare • Marketing • Food & Beverage

VSP Vision Care is a leading eye care company that focuses on providing access to quality eye care and eyewear solutions. With a comprehensive portfolio of services, VSP Vision Care supports both individuals seeking eye health services and providers managing their practices. The company is committed to social responsibility, emphasizing health equity, sustainability, and a culture of belonging. Through initiatives such as Follow Your Heart, VSP Vision Care helps people maximize the value of their offerings, starting with eyewear. Recognized for its customer service excellence and commitment to diversity and inclusion, VSP Vision Care strives to empower human potential through sight. It has also been acknowledged as a top workplace in healthcare and is committed to supporting veterans and the military-connected community.

📋 Description

• Provide education and assistance to internal and external customers with minimal supervision • Act as a first point of contact for complex and escalated customer concerns • Respond to routine and complex telephone and written inquiries from members, doctors, clients, and consumers • Resolve customer inquiries using knowledge of prescriptions, plans, products, services, procedures, e-commerce, payments, eligibility, orders, shipping, and stock availability • Complete documentation, letters, and forms accurately • Guide customers toward solutions that support strategic initiatives • Identify and analyze trends and communicate them to business partners • Suggest corrections, changes, or solutions • Escalate situations with broader customer or business impacts • Maintain current knowledge of policies, procedures, product information, medical terminology, telephone techniques, and writing techniques • Maintain and organize correspondence for consistent, accurate, professional responses • Recommend updates to online knowledge management tools and create new content as needed • Assist leadership with coaching and policy or procedural support for customer service representatives • Document performance opportunities from escalated calls and agent interactions for supervisors • Create and manage monthly audit inventory assignments when applicable to the line of business • Assist with complaints and grievances, including compliance monitoring and reporting, when applicable • Identify technical issues through problem duplication and customer-data manipulation for software development teams • Use multiple hardware and software tools to troubleshoot issues

🎯 Requirements

• Two to four years of 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, and punctuation • Ability to work independently and within a team with minimal supervision • Ability to effectively communicate and/or coach employees at all levels • Strong interpersonal skills • Ability to learn, support change management, and assimilate new information quickly • Excellent problem-solving, critical-thinking, and 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 • Candidates may be subject to a credit check if the position acts as a third-party administrator for processing payments • Required home internet: 50 Mbps download, 10 Mbps upload, loaded latency under 150 ms • Windows 10 and specified company-provided computer equipment • Company-provided wired headset and wired connection to router/modem • High engagement in virtual environments, including maintaining camera presence during meetings • Knowledge of Eyeconic, Salesforce, and OMS is highly encouraged

🏖️ Benefits

• Company-provided computer equipment • Company-provided wired headset • Company-provided operating system, CPU, memory, and hard drive • Compensation package may include eligible bonuses and commissions • VSP Vision benefits • Remote work arrangement