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