Call Center Representative at National Vision - Clifton, United States - Free Form Minds

Description

Free Form Minds has been retained to conduct a search for Customer Service Representatives on behalf of National Vision Administrators (NVA), a member of the Benecard Services family of companies.

Do you enjoy problem-solving and providing expert customer service? Do you have experience at a call center? Are you committed to providing excellent service on the phone?

• Join a familyowned and oriented vision insurance company: NVA_

NVA's actively growing call center is seeking new Customer Service Representatives to serve on our team in-person in Clifton, New Jersey.

This role is full-time, non-exempt, and benefited, with access to professional development and opportunities for growth and continued learning and development.

Responsibilities:

• Respond efficiently and accurately to callers, explain viable solutions, and ensure that members and providers feel supported and valued.
• Answer and make calls to NVA members and providers to learn about and address their needs, complaints, or other issues with customer service, plan benefits, quality of care concerns, etc.
• Engage in active listening with callers, confirm or clarify information, and diffuse agitated members and providers, as needed.
• Continually update individual knowledge on plans, policies, and procedures to provide best service; research appropriately when needed for complex cases.
• Build lasting relationships with colleagues and customers through trust and reliability.
• Effectively utilize software, tools and knowledge acquired from training.
• Commitment to, and interest in, meeting or exceeding call center metrics, while providing consistently excellent customer service.
• Participate in 4week onboarding training, as well as other training and learning opportunities to expand knowledge of the company and our position in the industry.
• Adhere to all company policies and procedures, especially attendance and knowledge retention.

Customer Service Representative Requirements:

• High School Diploma or equivalent.
• Minimum of 1year
  recent Call Center experience.

- *1-year of recent Call Center experience _may _be substituted for 3+ years in high-volume service areas in which extensive customer service was provided via the phone

• Exceptional customer service skills, active listening, verbal and written communication skills, and professional phone etiquette.
• Experience with CRM databases strongly preferred, some use of online software required.
• Proficiency with computers and strong typing skills required.
• Commitment to asking probing questions and diffusing tense situations with patience and skill.
• Access to reliable transportation methods is needed.

Customer Service Representative Characteristics:

• Commitment to providing highquality services to clients, members, and staff with a respectful, nonjudgmental approach.
• Fast learner with ability to retain information and stay updated and informed on company products, services, and policies.
• Ability to utilize critical thinking skills, take initiative on solving problems, and support other team members.
• Organized, efficient workstyle with the capacity to plan and prioritize.
• Positive attitude and capacity to maintain professionalism at work.
• Empathetic and calm with the ability to deescalate calls when needed.
• Strong time management and decisionmaking skills.
• Adaptable and accountable.
• Bilingual in Spanish/English a plus.

Schedule:

• This is a fulltime, 40hour nonexempt
  onsite role. Attendance in the Clifton, New Jersey office is required.
• The call center's operating hours are: Mon-Fri 8:00am8:00pm, Sat 8:00am5:00pm and Sunday 10:00am4pm
• This position requires a commitment of up to 2 Saturdays a month and preference for representatives with flexibility to work on the occasional Sunday
• Shifts are 8.5 hours with a 30 min lunch break
• 2 holidays worked per year are required, for which a comp day is given

Benefits:

-
Salary:$39,000 - $41,000 per year (annualized base salary + incentive earnings + merit increases)
-
PTO:10 days of paid vacation, 5 personal days, 9 paid holidays, comp day on your birthday, 3 days of bereavement leave (for immediate family), and paid family leave.
-
Insurance & Other Benefits:A generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match.

• Extensive and supportive onboarding process and professional development opportunities.

-
Stable, consistent workplace with a family-like work community, committed to opportunities for coaching, training, support, and growth.


What to Expect:

• Phone Interviews will _begin_ the week of May 131 2nd Round Interviews will be between May 15May 2
• Final interviews and selections will be between May 273
• Anticipated start date is Monday, June 17

How to Apply:


Pay:
$39, $41,000.00 per year


Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid