Remote Customer Support

Customer Support
Starts immediately!
Temp-to-Hire
Fully Remote
7:00 am-4:00 pm PST
$18-20/hour

As one of the largest vision care companies in the U.S., we value having forward-looking leadership and team members. The ideal applicant for this role is familiar with Workday and can provide education and assistance to customers with technical support issues with minimum supervision. Apply today and join our service-oriented, relationship-driven company as we continue to grow into our role as a leading provider of eye care and eyewear!

What you'll be doing :

• Act as a first point of contact in addressing the complex and escalated customer concerns related to changes within our 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 to ensure appropriate resolutions
• Familiarity with Prescriptions, Plans, Products, Services, and Procedures, Online purchasing & e-Commerce, 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 by suggesting necessary corrections, changes or solutions
• Utilize in-depth knowledge of policies, procedures, medical terminology, telephone and writing techniques
• Document performance opportunities acquired through escalated calls or frequent agent interactions (compliments/complaints/coaching opportunities), and provides to appropriate Supervisors
• Utilize multiple hardware and software tools to troubleshoot a variety of issues

Who we're looking for:

• 2+ years of customer service experience handling complex issues in a high-volume environment
• 1+ year taking ACD calls within a call center environment
• Available to work any shift, including weekends, holidays, and/or overnight
• Effective written communication skills including business writing, grammar, and punctuation in order to correspond with customers via letter, email and webchat
• Ability to work independently and within a team with minimal supervision; takes initiative to effectively carry out responsibilities
• Strong interpersonal skills
• Excellent problem solving, critical thinking and effective negotiation skills

Desired:

• Experience with Salesforce
• Experience with Workday
• Knowledge of HIPPA policy