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
