Job Overview
Location
Remote US
Job Type
Full-time
Category
Customer Support
Date Posted
April 7, 2026
Full Job Description
đź“‹ Description
- • Provide education and assistance to internal and external customers with minimal supervision to support company satisfaction, growth, and operational excellence goals.
- • Act as a first point of contact for complex and escalated customer concerns related to changes within the family of companies and lines of business (LOBs).
- • Respond to routine and complex telephone or written inquiries from members, doctors, clients, and consumers; position messages to support divisional and corporate strategies for appropriate resolutions.
- • Demonstrate confidence and skill in guiding customers to solutions aligned with strategic initiatives; identify and analyze trends, suggest corrections, and elevate situations with broader customer or business impacts.
- • Maintain and organize correspondence for consistent, accurate, and professional responses; recommend updates to online knowledge management tools and assist leadership in coaching CSRs.
- • Document performance opportunities from escalated calls or agent interactions (compliments, complaints, coaching) and provide to supervisors; may create and manage monthly audit inventory assignments contingent on LOB.
- • Assist in complaint and grievance functions such as monitoring compliance and reporting; identify technical issues through problem duplication and manipulation of customer data to provide details to software development teams for product correction.
- • Utilize multiple hardware and software tools to troubleshoot a variety of issues; work at a computer at least 90% of the time within multiple complex systems to extract information needed to support customers.
🎯 Requirements
- • Two to four years of customer service experience handling complex issues in a high-volume environment.
- • One year of experience taking ACD calls within a call center environment.
- • Demonstrated effective written communication skills including business writing, grammar, and punctuation for correspondence via letter, email, and webchat.
- • Ability to work independently and within a team with minimal supervision; takes initiative to carry out responsibilities.
- • Excellent problem solving, critical thinking, and effective negotiation skills.
- • Ability to work any shift, including weekends, holidays, and/or overnight.
🏖️ Benefits
- • Eligible for bonuses and commissions as part of the compensation package.
- • Access to VSP Vision benefits; details available via company rewards and benefits page.
- • Equal opportunity employer with consideration for qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability, or protected veteran status.
- • Maintains a drug-free workplace and performs pre-employment substance abuse testing.
- • Qualified applicants with arrest or conviction records considered in accordance with Los Angeles County Fair Chance Ordinance and California Fair Chance Act.
- • Notice to candidates regarding fraud alert for fake job opportunity solicitations.
Skills & Technologies
About Vision Service Plan
Vision Service Plan is a not-for-profit vision benefits company headquartered in Rancho Cordova, California. Founded in 1955, it provides vision insurance and related services to more than 80 million members through employers, health plans, and government programs across the United States. The company operates the largest network of independent eye care professionals, including optometrists and ophthalmologists, and offers allowances for frames, lenses, and eye exams. VSP also funds global access initiatives, eyewear donations, and optometry student scholarships through its Eyes of Hope program.
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