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VSP Vision CareCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support, effectively addressing complex inquiries and resolving issues while maintaining high service standards. Proficient in utilizing multiple software programs and tools to enhance customer interactions and support sales processes.
Highest-signal resume keywords
Customer Service ExperienceProblem-Solving SkillsEffective Verbal CommunicationMS Office ProficiencyInternet Knowledge
About the role
Key responsibilities & impact- Provide accurate, timely, and efficient customer support with general supervision
- Respond to routine and complex inquiries from members, clients, providers, and internal/external business partners via telephone, in person, or internet/email
- Apply line-of-business knowledge of prescriptions, plans, products, services, procedures, e-commerce, payments, eligibility, orders, shipping, and stock availability
- Complete documentation, letters, and forms accurately
- Perform quality assurance testing for company software
- Research and resolve issues and complaints and determine appropriate resolutions
- Solve non-standard customer issues
- Educate and influence customers and prospective customers on company products, services, and solutions
- Identify customer trends and communicate them to business partners, leaders, and divisions
- Suggest corrections, changes, or solutions and escalate organization-wide issues
- Maintain Customer Service and support-level standards
- Stay current on Customer Service policies, procedures, and product/service information
- Attend benefit fairs, open enrollment meetings, and client meetings when required; occasionally travel overnight
- Support Sales Representatives with customer-order inquiries when required
- Serve as first point of contact for Sales Representatives when required
- Process claims based on business needs and workflow fluctuations when required
Requirements
What you’ll need- One to two years of customer service experience handling moderate to complex customer inquiries
- Experience 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
- Ability to work with multiple software programs simultaneously
- Working knowledge of MS Office package
- Effective verbal communication skills
- Effective written communication skills
- Excellent interpersonal and rapport-building skills
- Ability to ask appropriate and relevant questions to identify customer needs
- Proven problem-solving, negotiation, and decision-making skills
- Ability to use discretion and judgment in applying customer/call handling guidelines
- Ability to listen, process transactions, and interact with customers simultaneously in a fast-paced environment
- May be subject to a credit check if the position acts as a third-party administrator for processing payments
- Windows 10 required for remote work
- Intel® Core™ i5-7500 CPU required
- 16GB DDR4 memory required
- 256GB solid-state hard drive required
- Wired headset required
- Wired connection to router/modem required; router/modem not provided
- Minimum 50 Mbps download speed per user on home network
- Minimum 10 Mbps upload speed per user on home network
- Loaded latency below 150 ms
- Must maintain camera presence during meetings and demonstrate high engagement in virtual environments
Benefits
Comp & perks- Company-provided OS, CPU, memory, hard drive, and wired headset
- Company-provided cable/wire for wired router/modem connection
- Eligible bonuses and commissions may be included in the compensation package
- VSP Vision benefits are available (specific benefits not detailed)
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality Assurance TestingClaims ProcessingDocumentation AccuracyE-Commerce KnowledgePayments Processing
Soft Skills
Interpersonal SkillsRapport-BuildingNegotiation SkillsDecision-Making SkillsListening Skills
Tools & Technologies
Windows 10MS Office PackageWired HeadsetRouter/Modem ConnectionHigh-Speed Internet
Industry Keywords
Call CenterInsuranceTelecommunicationsRetailEyewear