Note: The job is a remote job and is open to candidates in USA. Marchon is hiring a Customer Support 1 representative to provide accurate, timely, and efficient customer support. The role responds to and resolves customer inquiries and complaints, educates customers about products and services, and communicates trends and potential issues to business partners and leaders.
Responsibilities
- With general supervision, ensure accurate, timely, and efficient customer support. Respond to customer inquiries in a manner that supports the achievement of goals
- Respond to customer inquiries ranging from routine to complex from members, clients, providers, and internal/external business partners; inquiries may range from telephone, in person, or via the internet/e-email
- Research and resolve issues/complaints and determine appropriate resolution(s)
- Solve problems and assist with issues that may not fit the “cookie-cutter” solution
- Effectively educate and influence customers and prospective customers on the value and benefits that the company offers through its products, services, and solutions
- Identify customer trends and communicate to appropriate business partners, leaders, and divisions; suggest necessary corrections, changes, or solutions; appropriately elevate situations that could have organization-wide impacts
- Effectively maintain specific line of business Customer Service standards and support level standards
- Remain current on all changes to Customer Service policy, procedures, and product/services/solutions information to respond to customer inquiries accurately and consistently
- Contingent on the LOB, may require attendance at benefit fairs, open enrollment meetings, and client meetings to provide information to attendees; available for occasional overnight travel
- Contingent on the LOB, may support Sales Representatives for any inquiry related to their customer orders
- Contingent on the LOB, may be the first point of contact for Sales Representatives, not related to customer orders
- Contingent on the LOB, may process claims based on business needs and workflow fluctuations
Skills
- One to two years of customer service experience in handling moderate to complex customer inquiries in call center, insurance, manufacturing, software, telecommunications, retail, or eyewear industries
- Demonstrated internet knowledge and understanding of basic internet browser settings
- Demonstrated ability to work with multiple software programs simultaneously
- Working knowledge of MS Office package
- Effective verbal communication skills to prioritize multiple tasks and to be available for incoming calls and inquiries
- Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made
- Excellent interpersonal and rapport-building skills
- Ability to ask appropriate and relevant questions to identify customer needs
- Proven problem-solving, negotiations, and decision-making skills
- Ability to use appropriate discretion and judgment in applying customer/call handling guidelines
- Ability to listen, process transactions, and interact with customers simultaneously in a fast-paced environment
- In order to perform the duties of a Customer Support Representative successfully and consistently on our systems and networks, the following internet and equipment are required:
- For roles that are remote (i.e., Work From Home (WFH) or hybrid (i.e., partial onsite at a VSP location and WFH), must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings to support effective communication and team alignment
Benefits
- Remote work.
- OS, CPU, memory, hard drive, wired headset, and wired connection cable provided.
- This role may include eligible bonuses and commissions.
Company Overview
Company H1B Sponsorship