Location: Melville,NY, USA
With general supervision, ensure accurate, timely, and efficient customer support. Respond to customer inquiries in a manner that supports the achievement of goals.
Apply below after reading through all the details and supporting information regarding this job opportunity.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:
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. May support Sales Representatives for any inquiry related to their customer orders and may be the first point of contact for Sales Representatives, not related to customer orders. May process claims based on business needs and workflow fluctuations.
Job Specifications Typically Has The Following Skills Or AbilitiesOne 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, 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.
RequiredIn 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): Yes (Router/Modem NOT provided)
Download Speed (per user on home network): 50 Mbps
Upload Speed (per user on home network): 10 Mbps
Loaded Latency: 150 ms
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.
Salary Ranges: $15.00 - $21.50
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, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
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