Note: The job is a remote job and is open to candidates in USA. VSP Retail is hiring a Customer Support 2 to assist internal and external customers and resolve complex and escalated concerns. The role responds to inquiries, supports customers in finding solutions, identifies trends and potential impacts, maintains accurate customer communications, and may assist with coaching, audits, complaints, and technical issue investigation.
Responsibilities
- With minimal supervision, provide education and assistance to internal and external customers in a manner that support the achievement of the company’s satisfaction, growth, and operational excellence goals
- Act as a first point of contact in addressing the complex and escalated customer concerns related to changes within our family of companies and lines of business (LOBs)
- Respond to routine and complex telephone or written inquiries from members, doctors, clients, and consumers; effectively position messages in a manner that is supportive of divisional and corporate strategies as necessary to ensure appropriate resolutions
- Demonstrate confidence and skill in guiding customers in arriving at solutions that are supportive of strategic initiatives
- Identify and analyze trends and communicate to appropriate business partners
- Suggest necessary corrections, changes, or solutions
- Appropriately elevate situations that could have broader customer or business impacts
- Utilize in-depth knowledge of policies, procedures, medical terminology, telephone and writing techniques
- Remain current on all changes to policy, procedure, and product information to accurately and consistently respond to inquiries
- Maintain and organize correspondence to ensure consistent, accurate, and professional responses
- Recommend updates to online knowledge management tools to clarify policy and procedures when conflicting information exists
- May make recommendations or create new content
- Assist leadership staff in providing coaching and policy or procedural support to CSRs as applicable
- Document performance opportunities acquired through escalated calls or frequent agent interactions (compliments/complaints/coaching opportunities), and provide to appropriate Supervisor
- Contingent on the LOB, may create and manage assignments of monthly audit inventory
- Contingent on the LOB, may assist in the functions around complaints and grievances, such as monitoring compliance, reporting, etc
- Contingent on the LOB, may assist in identifying technical issues through problem duplication and manipulation of customer data to provide details to the software development team for product correction and improvement
- May be required to utilize multiple hardware and software tools to troubleshoot a variety of issues
Skills
- Two to four years of customer service experience handling complex issues in a high-volume environment
- One year taking ACD calls within a call center environment
- Demonstrated effective written communication skills including business writing, grammar, punctuation in order to correspond with customers via letter, email and webchat
- Demonstrated ability to work independently and within a team with minimal supervision; takes initiative to effectively carry out responsibilities
- Demonstrated ability to effectively communicate and/or coach as necessary with all levels of employees; possesses strong interpersonal skills
- Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made verbally
- Demonstrated ability to learn, support change management and assimilate new information quickly
- Excellent problem solving, critical thinking and effective negotiation skills
- Ability to work within multiple complex systems to extract information needed to support customers
- 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
- Knowledge of Eyeconic, Salesforce, and OMS is highly encouraged
Benefits
- Remote work
- Eligible bonuses and commissions
- Company-provided operating system, computer, memory, hard drive, and wired headset
- Company-provided cable/wire for a wired connection to the router/modem (router/modem not provided)
Company Overview
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