Note: The job is a remote job and is open to candidates in USA. Marchon Eyewear is seeking a Customer Support Representative to provide accurate and efficient customer support. The role involves responding to customer inquiries, resolving issues, and maintaining customer service standards across various communication channels.
Responsibilities
- Ensure accurate, timely, and efficient customer support
- Respond to customer inquiries in a manner that supports the achievement of goals
- Respond 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
- Research and resolve issues/complaints and determine appropriate resolution(s)
- Solve problems and assist with issues that may not fit the 'cookie-cutter' solution
- Effectively educate and influence customers and prospective customers on the value and benefits that the company 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 maintain 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 respond to customer inquiries accurately and consistently
- May require attendance at benefit fairs, open enrollment meetings, and client meetings to provide information to attendees; available for occasional overnight travel
- May support Sales Representatives for any inquiry related to their customer orders
- May be the first point of contact for Sales Representatives, not related to customer orders
- May process claims based on business needs and workflow fluctuations
Skills
- 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 inquiries
- 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
- In order to perform the duties of a Customer Support Representative successfully and consistently on our systems and networks, the following internet and equipment are required: OS (Provided), Windows 10, CPU (Provided), Intel® Core™ i5-7500 (4 Cores/6MB/4T/3.6GHz), Memory (Provided), 16GB 2X8GB 2666MHz DDR4 Memory, Hard Drive (Provided), 256GB Solid State Hard Drive, Wired Headset (Provided), Yes, Wired Connection (to Router/Modem; Cable/wire provided) Router/Modem NOT provided, Yes, Download Speed (per user on home network), 50 Mbps, Upload Speed (per user on home network), 10 Mbps, Loaded Latency, < 150 ms
Benefits
- As a part of the compensation package, this role may include eligible bonuses and commissions.
- For more information regarding VSP Vision benefits, please click here.
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