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Customer Relations Specialist. VSP Vision Care

Date:  Sep 27, 2019
Req ID:  34135
Division:  Commercial Mkts Field SBU

Honolulu, HI, 96813

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

General Summary

With minimum supervision, responds to telephone inquires and resolves issues for members, doctors and clients.

Essential Functions

Respond to telephone inquiries ranging from routine to complex situations from members, doctors, and clients


Investigate complex problems and complaints, and determine appropriate resolutions, including negotiating positive outcomes


Remain current on all changes to customer service policy, procedures, and product information to accurately and consistently respond to member, doctor and client inquiries within established guidelines


Utilizes and expands on interpersonal skills to effectively manage all telephone inquiries to effectively influence members and prospective members on the benefits that VSP has to offer to the member and their dependents


Clearly documents customer situations online, and prepares letters to confirm agreements made verbally


May attend benefit fairs, open enrollment meetings and optometric meetings to provide information about VSP to attendees; available for occasional overnight travel

Job Specifications

Typically has the following skills or abilities:


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


Familiar with spreadsheet and word processing applications


Type 45 wpm


Excellent oral communication skills to effectively communicate VSP procedures and problem resolution

Preferred Skills

Demonstrated ability to work with multiple software programs simultaneously

Working knowledge of MS Office

Effective verbal communication skills

Ability to ask appropriate and relevant questions to identify customer needs




Typing 45 WPM

Working Conditions / Physical Demands

The working environment is favorable.  Lighting and temperature are adequate, there are no hazards 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 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: Honolulu
Nearest Secondary Market: Hawaii

Job Segment: Optometry, Ophthalmic, Testing, Substance Abuse, Behavioral Health, Healthcare, Technology

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