[Remote] Customer Support 1

Note: The job is a remote job and is open to candidates in USA. VSP Vision is a company focused on providing vision care solutions, and they are seeking a Customer Support Representative to ensure accurate and timely customer support. The role involves responding to customer inquiries, resolving issues, and educating customers about the company's products and services. Responsibilities 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 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 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 If this position acts as a third-party administrator (TPA) for processing payments, then candidates will be subject to a credit check 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: OS (Provided) Windows 10, CPU (Provided) Intel® Core™ i5-7500 (4 Cores/6MB/4T/3.6GHz), Memory (Provided) 16GB 2X8GB 2666MHz DDR4 Memory, Hard Drive (Provided) 256GB Solid State Hard Drive, Wired Headset (Provided) Yes, Wired Connection (to Router/Modem; Cable/wire provided) Router/Modem NOT provided Yes, Download Speed (per user on home network) 50 Mbps, Upload Speed (per user on home network) 10 Mbps, Loaded Latency < 150 ms Bilingual Spanish Benefits Eligible bonuses and commissions Company Overview At VSP Vision, we activate the full power of care by consciously reinvesting in greater vision, health, and opportunities for all. It was founded in 1955, and is headquartered in Rancho Cordova, California, USA, with a workforce of 10001+ employees. Its website is