Customer Support 2

Job Summary With minimal supervision, provide education and assistance to internal and external customers to support the achievement of the company’s satisfaction, growth, and operational excellence goals. Serve as the first point of contact for complex and escalated customer concerns related to changes within our family of companies and lines of business (LOBs). Respond to routine and complex telephone or written inquiries from members, doctors, clients and consumers; effectively position messages that support divisional and corporate strategies to ensure appropriate resolutions. Key Responsibilities Use in‑depth knowledge of prescriptions, plans, products, services, and procedures per line of business. Handle online purchasing, e‑commerce, internet knowledge, payment processing/payment collections, eligibility verification, order status, shipping status, and stock availability. Accurately complete documentation, letters, and forms for processing. Guide customers to solutions that support strategic initiatives, analyzing trends, communicating to business partners, and suggesting corrections or improvements. Elevate situations with broader customer or business impacts and utilize policies, procedures, and medical terminology in communication. Maintain current knowledge of policy, procedure, and product changes to respond accurately. Maintain organized correspondence and recommend updates to online knowledge‑management tools. Draft new content and provide coaching and procedural support to front‑line CSRs as needed. Document performance opportunities from escalated calls and provide to supervisors. Assist with monthly audit inventory, complaint and grievance functions, and identify technical issues for software development. Use multiple hardware and software tools to troubleshoot a variety of issues. Job Specifications and Requirements Two to four years of customer service experience handling complex issues in a high‑volume environment. One year of handling ACD calls within a call center. Availability for any shift, including weekends, holidays, and overnight. Exceptional written communication skills, including business writing, grammar, and punctuation. Ability to work independently and within a team with minimal supervision. Strong interpersonal skills and ability to coach across all employee levels. Excellent problem‑solving, critical‑thinking, and negotiation skills. Computer proficiency (≥90% time) and ability to navigate multiple complex systems. For third‑party administrator (TPA) payment processing, subject to a credit check. Technical Requirements for Remote Work Windows10 operating system. IntelCorei5‑7500 (4cores/6MB/4T/3.6GHz) processor. 16GB DDR4 memory (2×8GB 2666MHz). 256GB solid‑state hard drive. Wired headset and wired internet connection via router/modem. Minimum download speed 50Mbps; upload 10Mbps; latency Compensation Salary Range: $17.85 - $28.88 per hour. Equal Opportunity Employer VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability or protected veteran status. Drug‑Free Workplace We maintain a drug‑free workplace and perform pre‑employment substance abuse testing. Fair Chance Hiring Unincorporated LA County Residents: Qualified applicants with arrest or conviction records will be considered in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws. #J-18808-Ljbffr Eyefinity, Inc.