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Customer Support Representative - Eyeware/Optical
Ref No.: 18-42786
Location: Rancho Cordova, California
Skill Type
Skill Type:Professional
General Summary
With minimal supervision, provide education and assistance to internal and external customers in a manner that support the achievement of clients 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 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 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

Nesco Resource is an equal employment opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status, or any other legally protected characteristics with respect to employment opportunities.