Customer Support 1, Altair, French Bilingual


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 general supervision, ensure accurate, timely and efficient customer support.  Respond to customer inquiries in a manner that supports the achievement of VSP Global’s goals.

Essential Functions

Responds 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

 

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
  • Quality Assurance testing for company software

 

Research and resolve issues/complaints and determine appropriate resolution(s)

 

Solves problems and assists with issues that may not fit the “cookie-cutter” solution

 

Effectively educates and influences customers and prospective customers on the value and benefit that VSP 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 maintains 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 accurately and consistently respond to customers inquiries

 

Contingent on the LOB, may require attendance at benefit fairs, open enrollment meetings, and client meetings to provide information about VSP 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

 

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, 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 inquires

 

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

Preferred Skills

FRENCH BILINGUAL

 

Strong verbal and written communication skills

 

Customer Service experience and ability to multi-task

 

Proficient with Microsoft Excel and Word

 

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.

VSP Global is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status.  We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Company
VSP
Posted
09/18/2018
Type
Full time
Location
Rancho Cordova, CA 95670, US