VSP Global Eyefinity - Customer Support 2 in Peoria, Illinois

VSP Global is comprised of five complementary businesses that combine high-quality eye care insurance, high-fashion eyewear, customized lenses, ophthalmic technology and retail solutions, with employees in over 23 countries. No matter the role, we’re all focused on a singular mission: to help people see. Learn more by visiting https://vspglobal.com/cms/careers/

General Summary

With minimal supervision, provide education and assistance to internal and external customers in a manner that support the achievement of VSP Global’s satisfaction, growth and operational excellence goals.

Essential Functions

Act as a first point of contact in addressing the complex and escalated customer concerns related to changes within VSP’s family of companies and line of businesses (LOBs)

Respond to routine and complex telephone or written inquiries from members, doctors, clients and consumers; effectively position messages in a manner that is supportive of divisional and corporate strategies as necessary to ensure appropriate resolutions

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

Demonstrate confidence and skill in guiding Customers in arriving at solutions that are supportive of strategic initiatives.

Identify and analyze trends and communicate to appropriate business partners. Suggest necessary corrections, changes or solutions. Appropriately elevate situations that could have broader customer or business impacts.

Utilize in-depth knowledge of policies, procedures, medical terminology, telephone and writing techniques. Remain current on all changes to policy, procedure and product information to accurately and consistently respond to inquiries.

Maintain and organize correspondence to ensure consistent, accurate and professional responses. Recommend updates to on-line knowledge management tools to clarify policy and procedures when conflicting information exists. May make recommendations or create new content.

Assist leadership staff in providing coaching and policy or procedural support to CSRs

Document performance opportunities acquired through escalated calls or frequent agent interactions, (compliments/complaints/coaching opportunities), and provides to appropriate Supervisor

Contingent on the LOB, may create and manage assignments of monthly audit inventory

Contingent on the LOB, may assist in the functions around complain and grievances, such as monitoring compliance, reporting, etc.

Contingent on the LOB, may assist in Identifying technical issues through problem duplication and manipulation of customer data to provide details to the software development team for product correction and improvement

May be required to utilize multiple hardware and software tools to troubleshoot a variety of issues

Job Specifications

Typically has the following skills or abilities:

High School Diploma or GED required

Two to four years customer service experience handling complex issues in a high volume environment

One year taking ACD calls within a call center environment

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

Demonstrated effective written communication skills including business writing, grammar, punctuation in order to correspond with customers via letter, email and webchat

Demonstrated ability to work independently and within a team with minimal supervision; takes initiative to effectively carry out responsibilities

Demonstrated ability to effectively coach and communicate with all levels of employees; possesses strong interpersonal skills

Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made verbally

Demonstrated ability to learn, support change management and assimilate new information quickly

Excellent problem solving, critical thinking and effective negotiation skills

Ability to work at a computer 90% of the time

Ability to work within multiple complex systems to extract information needed to support customers

If this position acts as a third party administrator (TPA) for processing payments, then candidates will be subject to a credit check

Preferred Skills

  • Analyze, reproduce, trouble-shoot, and resolve issues related to specific and general functionality of OfficeMate software and its associated third-party integrations by working with management, development, quality assurance, and acquired in-depth knowledge of the OfficeMate products

  • Receives, tracks, responds and resolves OfficeMate Customer Care calls.

  • Training and support for simple to complex technical issues related to OfficeMate and OfficeMate Enterprise software

  • Identifies technical issues through problem duplication and manipulation of customer data to provide details to the OfficeMate development team for product correction and improvement

  • Utilizes multiple hardware and software tools to troubleshoot a variety of issues

  • Maintains current knowledge of the OfficeMate software and the optical industry as it is trained and learned in the call center environment.

  • Must possess a working knowledge of PCs, related hardware and peripherals

  • Ability to work in a dynamic and rapidly changing environment, and learn new procedures and systems quickly

  • A basic understanding of networking concepts

Working Conditions / Physical Demands

The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust etc.

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

The information above describes the general nature of the position and serves as a summary of the typical job functions. It's not a comprehensive list of all possible job responsibilities, tasks, or duties.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. We maintain a drug-free workplace and perform pre-employment substance abuse testing.