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Customer Support 1

Date:  Sep 16, 2021
Req ID:  45624
Remote Position:  Yes
Country:  US
Line of Business:  VSP Vision Care
Division:  Customer Experience Center

VSP Global is comprised of five complementary businesses that combine high-quality eye care insurance, high-fashion eyewear, customized lenses, ophthalmic technology and retail solutions, with employees in over 23 countries. No matter the role, we’re all focused on a singular mission: to help people see. Learn more by visiting

Full-time work from home opportunity

General Summary

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

Essential Functions

Responds to customer inquiries ranging from routine to complex from members, clients, providers, and internal/external business partners; inquiries may range from telephone, in person, or via the internet/e-email


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


•    Prescriptions, Plans, Products, Services, and Procedures
•    Online purchasing & e-Commerce knowledge
•    Internet knowledge
•    Payment processing/payment collections
•    Eligibility verification
•    Order Status, Shipping Status, and Stock Availability
•    Accurate completion of necessary documentation, letters, and forms processing
•    Quality Assurance testing for company software


Research and resolve issues/complaints and determine appropriate resolution(s)


Solves problems and assists with issues that may not fit the “cookie-cutter” solution


Effectively educates and influences customers and prospective customers on the value and benefit that VSP offers through its products, services, and solutions


Identify customer trends and communicate to appropriate business partners, leaders and divisions; suggest necessary corrections, changes, or solutions; appropriately elevate situations that could have organization wide impacts


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:


One to two years of customer service experience in handling moderate to complex customer inquiries 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


Demonstrated ability to work with multiple software programs, simultaneously


Working knowledge of MS Office package


Effective verbal communication skills to prioritize multiple tasks and to be available for incoming calls and inquires


Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made


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) Intel® 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
VSP Provided Wired Headset Yes
Wired Connection (to Router/Modem; Cable/wire provided by VSP) Router/Modem NOT provided by VSP Global Yes
Download Speed (per user on home network) 50 Mbps
Upload Speed (per user on home network) 10 Mbps
Loaded Latency < 150 ms





Working Conditions / Physical Demands

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


The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

VSP Global is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status.  We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Nearest Major Market: San Jose
Nearest Secondary Market: Palo Alto

Job Segment: Telecom, Telecommunications, Ophthalmic, Retail Sales, Customer Service, Technology, Healthcare, Retail

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