Customer Support - (Eyeware/Eyecare)

With general supervision, 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 Contingent on the 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)

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

Contingent on the LOB, may require attendance at benefit fairs, open enrollment meetings, and client meetings to provide information 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

Contingent on the LOB, may process claims based on business needs and workflow fluctuations

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 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

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.