Customer Care Representative 294 views

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.

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General Summary

With general supervision responds to telephone customer inquiries in a manner that supports the achievement of VSP’s satisfaction, growth, and operational excellence goals.

Essential Functions

Effectively and efficiently responds to telephone inquiries ranging from routine to complex situations from members, doctors and clients.

This requires in-depth knowledge in the following areas: Plans, products and services Processing basic transactions Policies and procedures for claim payment and billing errors Policy and Procedures for resolving customer complaints and grievances Accurate completion of necessary documentation, letters and forms processing Effectively educates and influences members and prospective members on the value and benefit that VSP offers through its products, services and extensive network of doctors Effectively maintain and support service level and average speed of answer (ASA) standards

Job Specifications Typically Has The Following Skills Or Abilities High School Diploma or GED required One to two years of customer service experience in handling moderate to complex customer inquiries in call center, insurance, medical, telecommunication, retail or banking industries Organization and time management skills to prioritize multiple tasks, and to be available for incoming calls Effective verbal communication skills to include the ability to comprehend and respond accurately/clearly to inquiries Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made verbally Excellent interpersonal and rapport building skills Ability to ask appropriate and relevant questions to identify customer needs Uses knowledge and information to influence customers to enroll and renew in VSP’s plan and utilize VSPs network of doctors Proven problem solving, negotiations, and decision-making skills Ability to use appropriate discretion and judgement in applying call handling guidelines PC proficiency in using multiple system applications Ability to successfully listen, process transtations and interact with customer simultaneously in a fast paced environment Basic math aptitude Ability to answer the telephone 90% of the workday Working Conditions / Physical Demands The working environment is favorable. Lighting and temperature are adequate, there are no hazards or unpleasant conditions caused by noise, dust etc. The above information on 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.

 

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