Bilingual Customer Support 1

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/email

Contingent on the Line of Business (LOB) requires indepth knowledge in the following areas:

• Prescriptions Plans Products Services and Procedures
• Online purchasing & eCommerce 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)

Solve problems and assist with issues that may not fit the cookiecutter 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 organizationwide 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

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

Must be bilingual and able to fluently speak two languages

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 rapportbuilding skills

Ability to ask appropriate and relevant questions to identify customer needs

Proven problemsolving negotiations and decisionmaking 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 fastpaced environment

If this position acts as a thirdparty 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 i57500 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

#LIMARCHON

Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other jobrelated factors permitted by law. As a part of the compensation package this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits pleaseclick here.

We have been made aware that fake job opportunities are being offered by individuals posing as VSP Vision and affiliate recruiters.Click hereto learn about our application process and what to watch for regarding false job opportunities.

As a regular part of doing businessVSPVision (VSP)collects many different types ofpersonal information including protected health information about ouraudiences includingmembers doctorsclients brokers business partnersandemployees. VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.