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VSP Vision CareCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with the ability to handle complex inquiries and provide effective solutions. Proficient in written communication, problem-solving, and utilizing multiple systems to support customer needs.
Highest-signal resume keywords
Customer Service ExperienceACD Call HandlingEffective Written CommunicationProblem-Solving SkillsKnowledge of Salesforce
About the role
Key responsibilities & impact- Provide education and assistance to internal and external customers with minimal supervision
- Act as a first point of contact for complex and escalated customer concerns
- Respond to routine and complex telephone and written inquiries from members, doctors, clients, and consumers
- Resolve customer inquiries using knowledge of prescriptions, plans, products, services, procedures, e-commerce, payments, eligibility, orders, shipping, and stock availability
- Complete documentation, letters, and forms accurately
- Guide customers toward solutions that support strategic initiatives
- Identify and analyze trends and communicate them to business partners
- Suggest corrections, changes, or solutions
- Escalate situations with broader customer or business impacts
- Maintain current knowledge of policies, procedures, product information, medical terminology, telephone techniques, and writing techniques
- Maintain and organize correspondence for consistent, accurate, professional responses
- Recommend updates to online knowledge management tools and create new content as needed
- Assist leadership with coaching and policy or procedural support for customer service representatives
- Document performance opportunities from escalated calls and agent interactions for supervisors
- Create and manage monthly audit inventory assignments when applicable to the line of business
- Assist with complaints and grievances, including compliance monitoring and reporting, when applicable
- Identify technical issues through problem duplication and customer-data manipulation for software development teams
- Use multiple hardware and software tools to troubleshoot issues
Requirements
What you’ll need- Two to four years of 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, and punctuation
- Ability to work independently and within a team with minimal supervision
- Ability to effectively communicate and/or coach employees at all levels
- Strong interpersonal skills
- Ability to learn, support change management, and assimilate new information quickly
- Excellent problem-solving, critical-thinking, and negotiation skills
- Ability to work at a computer at least 90% of the time
- Ability to work within multiple complex systems to extract information needed to support customers
- Candidates may be subject to a credit check if the position acts as a third-party administrator for processing payments
- Required home internet: 50 Mbps download, 10 Mbps upload, loaded latency under 150 ms
- Windows 10 and specified company-provided computer equipment
- Company-provided wired headset and wired connection to router/modem
- High engagement in virtual environments, including maintaining camera presence during meetings
- Knowledge of Eyeconic, Salesforce, and OMS is highly encouraged
Benefits
Comp & perks- Company-provided computer equipment
- Company-provided wired headset
- Company-provided operating system, CPU, memory, and hard drive
- Compensation package may include eligible bonuses and commissions
- VSP Vision benefits
- Remote work arrangement
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Complex Issue ResolutionDocumentation AccuracyKnowledge of Medical TerminologyE-Commerce UnderstandingData Manipulation
Soft Skills
Interpersonal SkillsCoaching AbilityCritical ThinkingNegotiation SkillsAdaptability
Tools & Technologies
SalesforceEyeconicOMSWindows 10Wired Headset
Industry Keywords
High-Volume EnvironmentChange ManagementCompliance MonitoringCustomer EngagementVirtual Communication