Vision Service Plan DBA VSP Global Customer Support 1, Kansas City Area .and. San Antonio Area in Denver, Colorado
VSP Global is comprised of five complementary businesses that combinehigh-quality eye care insurance, high-fashion eyewear, customizedlenses, ophthalmic technology and retail solutions, with employees in over23 countries. No matter the role, we're all focused on a singularmission: to help people see. Learn more by visitingGeneral SummaryWith general supervision, ensure accurate, timely, and efficientcustomer support. Respond to customer inquiries in a manner that supports theachievement of VSP Global's goals.Essential FunctionsResponds to customer inquiries ranging from routine to complex from members,clients, providers, and internal/external business partners; inquiriesmay range from telephone, in person, or via the internet/e-emailContingent on the VSP Global Line of Business (LOB), requires in-depthknowledge in the following areas:* Prescriptions, Plans, Products, Services, and Procedures* Online purchasing .and. e-Commerce knowledge* Internet knowledge* Payment processing/payment collections* Eligibility verification* Order Status, Shipping Status, and Stock Availability* Accurate completion of necessary documentation, letters, and formsprocessing* Quality Assurance testing for company softwareResearch and resolve issues/complaints and determine appropriate resolution(s)Solves problems and assists with issues that may not fit the"cookie-cutter" solutionEffectively educates and influences customers and prospective customers on thevalue and benefit that VSP offers through its products, services, andsolutionsIdentify customer trends and communicate to appropriate business partners,leaders, and divisions; suggest necessary corrections, changes, orsolutions; appropriately elevate situations that could haveorganization-wide iEffectively maintains a specific line of business Customer Service standardsand support level standardsRemain current on all changes to Customer Service policy, procedures, andproduct/services/solutions information to accurately and consistentlyrespond to customers inquiriesContingent on the LOB, may require attendance at benefit fairs, openenrollment meetings, and client meetings to provide information about VSP toattendees; available for occasional overnight travelContingent on the LOB, may support Sales Representatives for any inquiryrelated to their customer ordersContingent on the LOB, may be the first point of contact for SalesRepresentatives, not related to customer ordersJob SpecificationsTypically has the following skills or abilities:One to two years of customer service experience in handling moderate tocomplex customer inquiries in call center, insurance, manufacturing,software, telecommunications, retail or eyewear industriesAvailable to work any shift, including weekends, holidays, and/or overnightDemonstrated internet knowledge and understanding of basic internet browsersettingsDemonstrated ability to work with multiple software programs, simultaneouslyWorking knowledge of MS Office packageEffective verbal communication skills to prioritize multiple tasks and to beavailable for incoming calls and inquiresEffective written communication skills to clearly document customersituations, as well as prepare letters to confirm agreements madeExcellent interpersonal and rapport building skillsAbility to ask appropriate and relevant questions to identify customer needsProven problem solving, negotiations, and decision-making skillsAbility to use appropriate discretion and judgment in applying customer/callhandling guidelinesAbility to listen, process transactions and interact with customerssimultaneously in a fast-paced environmentIf this position acts as a third-party administrator (TPA) for processingpayments, then candidates will be subject to a... For full info followapplication link.