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Customer Support 2 (Melville, NY)

Req ID:  38597
Remote Position:  No
Country:  US
Line of Business:  VSP Retail
Division:  Eyeconic Ops.

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 minimal supervision, provide education and assistance to internal and external customers in a manner that support the achievement of VSP Global’s satisfaction, growth and operational excellence goals. 

Essential Functions

Act as a first point of contact in addressing the complex and escalated customer concerns related to changes within VSP’s family of companies and line of businesses (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 resolutions


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


Demonstrate confidence and skill in guiding Customers in arriving at solutions that are supportive of strategic initiatives. 


Identify 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 impacts.


Utilize in-depth knowledge of policies, procedures, medical terminology, telephone and writing techniques. Remain current on all changes to policy, procedure and product information to accurately and consistently respond to inquiries.


Maintain and organize correspondence to ensure consistent, accurate and professional responses. 


Recommend updates to on-line knowledge management tools to clarify policy and procedures when conflicting information exists. May make recommendations or create new content.


Assist leadership staff in providing coaching and policy or procedural support to CSRs


Document performance opportunities acquired through escalated calls or frequent agent interactions, (compliments/complaints/coaching opportunities), and provides to appropriate Supervisor


Contingent on the LOB, may create and manage assignments of monthly audit inventory


Contingent on the LOB, may assist in the functions around complain 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 improvement


May be required to utilize multiple hardware and software tools to troubleshoot a variety of issues

Job Specifications

Typically has the following skills or abilities:


Two to four years customer service experience handling complex issues in a high volume environment


One year taking ACD calls within a call center environment


Available to work any shift, including weekends, holidays, and/or overnight


Demonstrated effective written communication skills including business writing, grammar, punctuation in order to correspond with customers via letter, email and webchat


Demonstrated ability to work independently and within a team with minimal supervision; takes initiative to effectively carry out responsibilities


Demonstrated ability to effectively coach and communicate with all levels of employees; possesses strong interpersonal skills


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


Demonstrated ability to learn, support change management and assimilate new information quickly


Excellent problem solving, critical thinking and effective negotiation skills


Ability to work at a computer 90% of the time


Ability to work within multiple complex systems to extract information needed to support customers


If this position acts as a third party administrator (TPA) for processing payments, then candidates will be subject to a credit check 

Preferred Skills

Warehouse/Distribution Center Experience

Experience with Microsoft Office Suite


Ability to think critically and have attention to detail

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: Long Island
Nearest Secondary Market: New York CIty

Job Segment: Medical, Ophthalmic, Warehouse, Testing, Customer Service, Healthcare, Manufacturing, Technology

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