Customer Care Representative- French Bilingual

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Date: Sep 14, 2017

Location: Rancho Cordova, CA, US, 95670

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 https://vspglobal.com/cms/careers/

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

 

Ability to switch between English and French speaking calls

Job Specifications

Typically has the following skills or abilities:

High School Diploma or GED required

One to two years of 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.

Must be available to work between the following times:

Monday – Friday:  5:30 a.m. to 5:30 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

Preferred Skills

  • Strong verbal and written communication skills
  • Customer service skills and ability to multi tasking 
  • Proficient with Microsoft Excel and Word
  • FRENCH BILINGUAL ONLY

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 on 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.

 

 

 

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.

 

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: Sacramento

Job Segment: Telecom, Telecommunications, Customer Service Representative, Medical, Ophthalmic, Technology, Customer Service, Healthcare

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