Description |
VSP Vision Care-Customer Care Representative-Bilingual (CC)/Rancho Cordova, CAVB Customer ServiceRancho Cordova516e89a4-44ac-0860-e100-80a6e182904/17/2013Original Posting Date:N/APart Time:Click to apply: https://vspglobal.com/cms/careers.html General Summary With general supervision responds to telephone customer inquiries in a manner that supports the achievement of VSP's satisfaction, growth, and operational excellence goals. Essential Functions Effectively and efficiently responds to telephone inquiries ranging from routine to complex situations from members, doctors and clients. This requires in-depth knowledge in the following areas: # Plans, products and services # Processing basic transactions # Policies and procedures for claim payment and billing errors # Policy and Procedures for resolving customer complaints and grievances. # Accurate completion of necessary documentation, letters and forms processing. Effectively educates and influences members and prospective members on the value and benefit that VSP offers through its products, services and extensive network of doctors. Effectively maintain and support service level and average speed of answer (ASA) standards. Job Specifications Description:Typically has the following skills or abilities: Three years customer service experience in handling moderate to complex customer inquiries in call center, insurance, medical, telecommunication, retail or banking industries. OR Bachelors degree with part time/full time customer service work experience and/or proven leadership in business related extracurricular activities. For positions located in Rancho Cordova, CA, must be available to work between the following times: Monday - Friday 5 a.m. to 8 p.m., Pacific Time Saturday 6 a.m. to 5 p.m., Pacific Time. Organization and time management skills to prioritize multiple tasks, and to be available for incoming calls. Effective verbal communication skills to include the ability to comprehend and respond accurately/clearly to inquiries. Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made verbally. Excellent interpersonal and rapport building skills. Ability to ask appropriate and relevant questions to identify customer needs. Uses knowledge and information to influence customers to enroll and renew in VSP's plan and utilize VSPs network of doctors. Proven problem solving, negotiations, and decision-making skills . Ability to use appropriate discretion and judgement in applying call handling guidelines. PC proficiency in using multiple system applications. Ability to successfully listen, process transtations and interact with customer simultaneously in a fast paced environment. Basic math aptitude. Ability to answer the telephone 90% of the workday. Required: Bilingual, English and Spanish speaking.Preferred Skills:The information above describes the general nature of the position and serves as a summary of the typical job functions, It''s not a comprehensive list of all possible job responsibilities, tasks, or duties. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
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