General Summary

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

Essential Functions

Contingent on the Global Line of Business (LOB), requires in-depth knowledge in the following areas :

• Prescriptions, Plans, Products, Services, and Procedures
• Internet knowledge
• Payment processing / payment collections
• Eligibility verification
• Order Status, Shipping Status, and Stock Availability
• Solves problems and assists with issues that may not fit the "cookie-cutter solution
• 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
• Contingent on the LOB, may process claims based on business needs workflow fluctuations

Job Specifications

Typically has the following skills or abilities :

• 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
• 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

In order to successfully and consistently perform the duties of a Customer Support Representative at VSP Global on our systems and networks, the following internet and equipment (provided by VSP Global) are required :

• OS (VSP Provided) Windows 10
• CPU (VSP Provided) Client Core i5-7500 (4 Cores / 6MB / 4T / 3.6GHz)
• Memory (VSP Provided) 16GB 2X8GB 2666MHz DDR4 Memory
• Hard Drive (VSP Provided) 256GB Solid State Hard Drive
• Wired Headset (VSP Provided)
• Wired Connection (ethernet cable) to Router / Modem; NOT provided by VSP
• Router / Modem NOT provided by VSP
• Download Speed (per user on home network NOT provided by VSP) 50 Mbps
• Upload Speed (per user on home network NOT provided by VSP) 10 Mbps
• Loaded Latency? 150 ms

Working Conditions

The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust etc.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.