Customer Support

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

📋 Description

• Provide accurate, timely, and efficient customer support under general supervision.

• Address routine and complex inquiries from members, clients, providers, and internal/external business partners through telephone, in-person, and internet/email channels.

• Assist with prescriptions, plans, products, services, procedures, online purchasing, e-commerce, payment processing, eligibility verification, order and shipping status, and stock availability, depending on the line of business.

• Accurately complete necessary 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 persuade customers and potential customers regarding the value and benefits of the company’s products, services, and solutions.

• Identify customer trends and communicate these to business partners, leaders, and divisions; recommend corrections, changes, or solutions, and escalate organization-wide issues when necessary.

• Uphold line-of-business customer service and support standards.

• Remain informed on customer service policies, procedures, and product/service/solution details.

• Participate in benefit fairs, open enrollment meetings, and client meetings to provide information, with occasional overnight travel as required by the line of business.

• Assist Sales Representatives with customer-order inquiries as needed by the line of business.

• Act as a first point of contact for Sales Representatives as required by the line of business.

• Process claims based on business requirements and workflow variations as necessitated by the line of business.

⛳️ Requirements

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

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

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

• Capability to work with multiple software programs concurrently.

• Proficient in the MS Office suite.

• Strong verbal communication skills to prioritize multiple tasks and respond to incoming calls and inquiries.

• Effective written communication skills for documenting customer situations and preparing letters.

• Excellent interpersonal skills and ability to build rapport.

• Ability to ask pertinent and relevant questions to ascertain customer needs.

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

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

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

• Candidates may be subject to a credit check if the role involves acting as a third-party administrator for payment processing.

• Familiarity with Windows 10 operating system.

• Intel Core i5-7500 processor or equivalent provided CPU.

• 16GB DDR4 memory.

• 256GB solid-state hard drive.

• Wired headset and wired connection to router/modem.

• Home internet download speed of 50 Mbps per user.

• Home internet upload speed of 10 Mbps per user.

• Latency under 150 ms.

• High level of engagement in virtual environments, 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 included in the compensation package.

• VSP Vision benefits (details linked in posting).