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Customer Support 1-French Bilingual, Altair - Remote

Date: 
Req ID:  36547
Division:  Altair Eyewear
Location: 

Rancho Cordova, CA, 95670 Oswego, NY, 13126 Phoenix/Chandler, AZ, 85248 Lisle, IL, 60532 Lakeport, CA, 95453 Walnut Creek, CA, 94596 Sacramento, CA, 95670 Ellicott City, MD, 21042 West Linn, OR, 97068� Melville 10, NY, 11747 Dallas, TX, 75024 Tacoma, WA, 98409 Charlotte, NC, 28269 Melville 50, NY, 11747 Chicago, IL, 60606 San Jose, CA, 95125 Portland, OR, 97206 Minneapolis, MN, 55111 Modesto, CA, 95355 Columbus, OH, 43211 Randolph, NJ, 7054 Sunnyvale, CA, 94085 South Lake Tahoe, NV, 96150 St Paul, MN, 55144 Earth City, MO, 63045 Greenville, SC, 29607 Indianapolis, IN, 46204 Menlo Park, CA, 95811 Austin, TX, 95014 Redmond, WA, 95052 Celebration, FL, 34747 Rockville, MD, 20852 San Jose, CA, 95134 Folsom, CA, 95630 Nashville, TN, 37046 Garland, TX, 75041 Philadelphia, PA, 19103 Rancho Cucamonga, CA, 91739 Rio Rancho, NM, 87114 Kansas City, MO, 64030 Canton, OH, 44701 Covington, LA, 70433 Gautier, MS, 39553 Baltimore, MD, 21227 Seattle, WA, 98101 Boynton Beach, FL, 33426 Mt View, CA, 94043 Lancaster, SC, 29720 Clearwater, FL, 33760 St Louis, MO, 63141 White Bear Lake, MN, 55110 Hillsboro, OR, 97124 Columbus, OH, 43216 East Hanover, NJ, 7936 Upland, CA, 91736 St Cloud, MN, 56301 Livonia, MI, 48152 Atlanta, GA, 30305 San Francisco, CA, 94111 New York, NY, 10018 Severn, MD, 21144 Honolulu, HI, 96813 Denver, CO, 80265 Lockbourne, OH, 43137 Peoria, IL, 61615 Lewiston, ME, 04240 Aloha, OR, 97006 Boston, MA, 1520 San Diego, CA, 92121 Melville 201, NY, 11747 O’Fallon, MO, 63368 Miami, FL, 33126 Portland, OR, 97068 Portland, OR, 97239 Temecula, CA, 92592 Long Beach, CA, 90815 Olympia, WA, 98516 Southfield, MI, 48075 Raleigh/Research Triangle Park, NC, 27709 El Centro, CA, 92243 Woonsocket, RI, 02895 El Paso, TX, 79902 Lewisville, TX, 75067 Winchester, VA, 22601 Melville 35, NY, 11747 Irvine, CA, 92602 Houston, TX, 77058 Vista, CA, 92081 Santa Clara, CA, 95054 Morrisville, NC, 27560 Newport News, VA, 23607 San Clemente, CA, 92673 Grass Valley, CA, 95945 Reno, NV, 89523 Spokane, WA, 99201 Melville 265, NY, 11747 Chico, CA, 95973 Ft Lauderdale, FL, 33309 Cupertino, CA, 95014 Parsippany, NJ, 7054

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, 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

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

Preferred Skills

French bilingual

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 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, Ophthalmic, Retail Sales, Technology, Healthcare, Customer Service, Retail

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