Customer Service

VSP Global - Melville, NY

 

With general supervision, ensure accurate, timely and efficient customer support.  Respond to customer inquiries in a manner that supports the achievement of VSP Global’s goals.

 

Essential Functions

 

Responds 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

 

Contingent on the VSP Global Line of Business (LOB), requires in-depth knowledge in the following areas:

 

Prescriptions, Plans, Products, Services, and Procedures

Online purchasing & 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 forms processing

Quality Assurance testing for company software

 

Research and resolve issues/complaints and determine appropriate resolution(s)

 

Solves problems and assists with issues that may not fit the “cookie-cutter” solution

 

Effectively educates and influences customers and prospective customers on the value and benefit that VSP 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 maintains 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 accurately and consistently respond to customers inquiries

 

Contingent on the LOB, may require attendance at benefit fairs, open enrollment meetings, and client meetings to provide information about VSP 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

 

Job Specifications

 

Typically has the following skills or abilities:

 

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

 

Available to work any shift, including weekends, holidays, and/or overnight

 

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 inquires

 

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


VSP Global

VSP Global

Melville, NY