Customer Support

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

📋 Description

• Address routine and complex inquiries from customers, clients, providers, and both internal and external business partners through telephone, in-person, or online/email communications.

• Offer assistance related to prescriptions, plans, products, services, procedures, e-commerce, payments, eligibility, orders, shipping, and stock availability, as relevant to the business sector.

• Accurately complete documentation, letters, and forms.

• Conduct quality assurance testing for company software.

• Investigate and resolve issues and complaints, including atypical problems.

• Educate and influence both existing and potential customers regarding the value and advantages of company products, services, and solutions.

• Identify customer trends and relay this information to business partners, leadership, and divisions.

• Recommend corrections, changes, or solutions and appropriately escalate organization-wide issues.

• Uphold Customer Service and support-level standards.

• Remain informed about Customer Service policies, procedures, and product/service information.

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

• Assist Sales Representatives with customer-order inquiries when necessary.

• Act as the first point of contact for Sales Representatives when needed.

• Process claims based on business needs and fluctuations in workflow when required.

⛳️ Requirements

• One to two years of experience in customer service managing moderate to complex inquiries.

• Experience in call centers, insurance, manufacturing, software, telecommunications, retail, or eyewear sectors.

• Availability to work any shift, including weekends, holidays, and/or overnight hours.

• Demonstrated knowledge of the internet and an understanding of basic internet browser settings.

• Capability to operate multiple software programs concurrently.

• Proficient working knowledge of the MS Office suite.

• Strong verbal communication skills.

• Effective written communication abilities.

• Exceptional interpersonal skills and rapport-building capabilities.

• Ability to ask relevant questions to determine customer needs effectively.

• Demonstrated problem-solving, negotiation, and decision-making skills.

• Capacity to exercise discretion and judgment in following customer/call handling guidelines.

• Ability 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.

• For remote work, candidates must have Windows 10, an Intel Core i5-7500 CPU, 16GB DDR4 memory, a 256GB solid-state hard drive, a wired headset, a wired router/modem connection, a minimum download speed of 50 Mbps, a minimum upload speed of 10 Mbps, and latency under 150 ms.

• Must maintain camera presence during meetings and exhibit high engagement in virtual settings.

🏝️ Benefits

• Company-provided operating system, CPU, memory, hard drive, and wired headset.

• Company-provided cabling for wired router/modem connection.

• Eligibility for bonuses and commissions may be included in the compensation package.

• VSP Vision benefits package.

• Equal opportunity employer.

• Drug-free workplace.