Customer Support 2

With minimal supervision, provide education and assistance to internal and external customers in a manner that support the achievement of the company’s satisfaction, growth, and operational excellence goals.Act as a first point of contact in addressing the 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 in a manner that is supportive of divisional and corporate strategies as necessary to ensure appropriate resolutionsContingent on the Line of Business (LOB), requires in-depth knowledge in the following areas:Prescriptions, Plans, Products, Services, and ProceduresOnline purchasing & e-Commerce knowledgeInternet knowledgePayment processing/payment collectionsEligibility verificationOrder Status, Shipping Status, and Stock AvailabilityAccurate completion of necessary documentation, letters, and forms processingDemonstrate confidence and skill in guiding customers in arriving at solutions that are supportive of strategic initiativesIdentify and analyze trends and communicate to appropriate business partners. Suggest necessary corrections, changes, or solutions. Appropriately elevate situations that could have broader customer or business impactsUtilize in-depth knowledge of policies, procedures, medical terminology, telephone, and writing techniquesRemain current on all changes to policy, procedure, and product information to accurately and consistently respond to inquiriesMaintain and organize correspondence to ensure consistent, accurate, and professional responsesRecommend updates to online knowledge management tools to clarify policy and procedures when conflicting information exists. May make recommendations or create new contentAssist leadership staff in providing coaching and policy or procedural support to CSRs as applicable.Document performance opportunities acquired through escalated calls or frequent agent interactions (compliments/complaints/coaching opportunities), and provide to the appropriate SupervisorContingent on the LOB, may create and manage assignments of the monthly audit inventoryContingent on the LOB, may assist in the functions around complaints and grievances, such as monitoring compliance, reporting, etc. Contingent on the LOB, may assist in identifying technical issues through problem duplication and manipulation of customer data to provide details to the software development team for product correction and improvementMay be required to utilize multiple hardware and software tools to troubleshoot a variety of issuesJob SpecificationsTypically has the following skills or abilities:Two to four years of customer service experience handling complex issues in a high-volume environmentOne year of taking ACD calls within a call center environmentAvailable to work any shift, including weekends, holidays, and/or overnightDemonstrated effective written communication skills, including business writing, grammar, and punctuation, in order to correspond with customers via letter, email, and webchatDemonstrated ability to work independently and within a team with minimal supervision; takes initiative to effectively carry out responsibilitiesDemonstrated ability to effectively communicate and/or coach as necessary with all levels of employees; possesses strong interpersonal skillsEffective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made verballyDemonstrated ability to learn, support change management, and assimilate new information quicklyExcellent problem-solving, critical thinking, and effective negotiation skillsAbility to work at a computer at least 90% of the timeAbility to work within multiple complex systems to extract information needed to support customersIf this position acts as a third-party administrator (TPA) for processing payments, then candidates will be subject to a credit checkIn order to successfully and consistently perform the duties of a Customer Support Representative on our systems and networks, the following internet and equipment (provided by the company) are required:OS (Provided)Windows 10CPU (Provided)Intel® Core™ i5-7500 (4 Cores/6MB/4T/3.6GHz)Memory (Provided)16GB 2X8GB 2666MHz DDR4 MemoryHard Drive (Provided)256GB Solid State Hard DriveCompany Provided Wired HeadsetYesWired Connection (to Router/Modem; Cable/wire provided) Router/Modem NOT providedYesDownload Speed (per user on home network)50 MbpsUpload Speed (per user on home network)10 MbpsLoaded Latency< 150 msCompensation range for the role is listed below. Applicable salary ranges may differ across markets.Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP