Customer Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide precise, prompt, and effective customer support under general supervision.

• Address both routine and complex queries from members, clients, providers, and internal/external business partners via phone, in-person, or online/email channels.

• Utilize knowledge of prescriptions, plans, products, services, procedures, e-commerce, internet usage, payment processing, eligibility confirmation, order/shipping status, and inventory availability relevant to the business sector.

• Accurately complete necessary documentation, letters, and forms.

• Conduct quality assurance testing for company software.

• Investigate and resolve issues and complaints while determining suitable resolutions.

• Address non-standard customer challenges.

• Educate and persuade customers and potential customers on the advantages and benefits of company products, services, and solutions.

• Recognize customer trends and relay them to business partners, leaders, and divisions; recommend corrections, changes, or solutions.

• Escalate situations that could impact the organization as a whole.

• Uphold customer service and support standards specific to the line of business.

• Keep up to date with customer service policies, procedures, and product/service/solution information.

• Attend benefit fairs, open enrollment meetings, and client meetings as necessary; occasional overnight travel may be required.

• Assist Sales Representatives with customer order inquiries when needed.

• Act as the initial point of contact for Sales Representatives when necessary.

• Process claims according to business requirements and workflow changes as needed.

⛳️ Requirements

• One to two years of customer service experience managing moderate to complex inquiries in call center, insurance, manufacturing, software, telecommunications, retail, or eyewear sectors.

• Availability to work various shifts, including weekends, holidays, and/or overnight.

• Proven internet knowledge and understanding of fundamental internet browser settings.

• Demonstrated ability to work concurrently with multiple software applications.

• Proficient in the MS Office suite.

• Strong verbal communication skills to prioritize tasks and handle incoming calls and inquiries effectively.

• Proficient written communication skills for documenting customer situations and preparing letters to confirm agreements.

• Exceptional interpersonal and rapport-building abilities.

• Ability to ask relevant questions to assess customer needs appropriately.

• Proven skills in problem-solving, negotiation, and decision-making.

• Ability to exercise appropriate discretion and judgment when applying customer/call handling guidelines.

• Capability to listen, process transactions, and engage with customers simultaneously in a fast-paced environment.

• If serving as a third-party administrator for payment processing, candidates will undergo a credit check.

• Required home setup includes: Windows 10, Intel Core i5-7500 CPU, 16GB DDR4 memory, 256GB SSD, wired headset, wired router/modem connection, 50 Mbps download speed, 10 Mbps upload speed, and latency below 150 ms.

• Must display a high level of engagement in virtual settings, including maintaining camera presence during meetings.

🏝️ Benefits

• OS (Provided)

• CPU (Provided)

• 16GB 2X8GB 2666MHz DDR4 Memory (Provided)

• 256GB Solid State Hard Drive (Provided)

• Wired Headset (Provided)

• Cable/wire for wired connection (provided)

• Eligible bonuses and commissions may be part of the compensation package.

• VSP Vision benefits.