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 inquiries from members, clients, providers, and internal/external business partners.

• Manage inquiries through telephone, in-person, and online/email channels.

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

• Accurately complete documentation, letters, and forms.

• Conduct quality assurance testing for company software.

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

• Address non-standard customer challenges.

• Educate and influence customers and potential customers regarding company products, services, and solutions.

• Identify customer trends and relay findings and suggested corrections to business partners, leaders, and divisions.

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

• Uphold Customer Service and support-level standards.

• Stay updated on policy, procedure, and product/service/solution changes.

• Attend benefit fairs, open enrollment meetings, and client meetings as necessary, with occasional overnight travel.

• Assist Sales Representatives with customer order inquiries as needed.

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

• Process claims as dictated by business needs and workflow variations.

⛳️ Requirements

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

• Background in call center, insurance, manufacturing, software, telecommunications, retail, or eyewear sectors.

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

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

• Capability to work with multiple software programs simultaneously.

• Proficient in the MS Office suite.

• Strong verbal communication skills.

• Strong written communication skills.

• Exceptional interpersonal and relationship-building abilities.

• Capacity to ask relevant questions to discern customer needs.

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

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

• Proficient in listening, processing transactions, and engaging with customers concurrently in a fast-paced environment.

• If serving as a third-party administrator for payment processing, subject to a credit check.

• Windows 10 operating system.

• Intel Core i5-7500 CPU.

• 16GB DDR4 memory.

• 256GB solid-state hard drive.

• Wired headset.

• Wired connection to router/modem.

• Home network download speed of 50 Mbps.

• Home network upload speed of 10 Mbps.

• Latency below 150 ms.

• High level of engagement in virtual settings, including maintaining camera presence during meetings.

🏝️ Benefits

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

• Wired connection cable supplied.

• Remote work arrangement available.

• Potential bonuses and commissions included in the compensation package.

• VSP Vision benefits provided.

• Commitment to equal opportunity employment.

• Drug-free workplace environment.

• Pre-employment substance abuse testing required.