Job Description
Job Type: Customer Support
Location: Georgia
Company: VSP Vision...
Responsibilities:
Make ensuring that customer service is accurate, timely, and effective under general supervision. Answering consumer questions in a way that promotes goal achievement
Respond to consumer questions from members, clients, suppliers, and internal and external business partners; questions can be made by phone, in person, online, or via email. The questions can range from simple to sophisticated.
Depending on the Line of Business (LOB), the following areas require in-depth knowledge:
Plans, Products, Services, Prescriptions, and Procedures
Internet knowledge e-commerce and online shopping
Processing and collecting payments
Verification of eligibility
Order standing, shipment status, and availability of stock
Correct completion of all required correspondence, forms, and documents
Testing for quality assurance in enterprise software
Investigate, address concerns and/or complaints, and choose the best course of action
Resolve issues and offer support for problems that might not have a standard solution
Demonstrate to clients and potential clients the worth and advantages that the business provides through its goods, services, and solutions.
Determine consumer trends and share them with the relevant leaders, divisions, and business partners; provide recommendations for any necessary adjustments, modifications, or fixes; and appropriately bring up issues that might have an influence on the entire company.
effectively uphold support level and customer service standards applicable to your line of business.
Keep abreast of any modifications to the policies, practices, and details of the products, services, and solutions in order to effectively and consistently answer to client inquiries.
Depending on the LOB, participation in benefit fairs, open enrollment sessions, and client meetings could be necessary in order to inform attendees; occasionally, overnight travel may be required.
Depending on the LOB, may assist Sales Representatives with any questions they may have about orders from customers.
Depending on the LOB, sales representatives initial point of contact that is unrelated to consumer purchases may be
Depending on the LOB, claims may be processed in response to changes in workflow and business requirements.
Requirements:
Usually possesses the following competencies:
One to two years of experience in the call center, insurance, manufacturing, software, telecommunications, retail, or eyewear industries addressing moderate to complex consumer requests
Willing to work any shift, including overtime, weekends, and holidays
Demonstrated familiarity with the internet and comprehension of the fundamental browser settings
Demonstrated aptitude for using several software applications at once
practical familiarity with the Microsoft Office suite
Ability to prioritize numerous projects and be accessible for incoming calls and requests through effective verbal communication
Proficiency in writing communication to accurately record customer circumstances and draft letters to validate agreements reached
Excellent communication and rapport-building abilities
Posing pertinent and appropriate inquiries to ascertain the demands of customers
Demonstrated ability to solve problems and negotiate while making decisions
Capacity to implement customer/call handling principles with the proper discretion and judgment
Capacity to listen, handle transactions, and communicate with clients at the same time in a hectic setting
Candidates will undergo a credit check if this role processes payments on behalf of a third-party administrator (TPA).
The following internet and hardware are necessary in order to properly and reliably carry out the responsibilities of a Customer Support Representative on our systems and networks:
OS (Available)
Windows 10
CPU (Available)
Core i5-7500 Intel (4 Cores/6MB/4T/3.6GHz)
Memory (Assigned)
16GB DDR4 2666MHz Memory (2 x 8GB)
Hard Drive (Sentry)
Solid State Hard Drive, 256GB
Headset, wired (provided)
Indeed.
Ethernet Connection (to modem/router; supplied cable/wire) NOT included: router/modem
Indeed.
Download Speed (on a home network, per user)
50 Mbps
Upload Speed on a home network, per user
10 Mbps
Overloaded Latency
Less than 150 milliseconds
Bilingual in French and English
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