Customer Service Specialist-Shared Services; 1st Shift

Customer Service Specialist-Shared Services (1st Shift)

Location:

Watsonville, CA, US, 95076

Requisition : 909546
Position: Full-Time

If you’ve worn a pair of glasses, we’ve already met.

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray‑Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best‑in‑class shopping experiences such as Sunglass Hut, Lens Crafters, and Target Optical, and leading e‑commerce platforms.

Our unique business model and relentless pursuit of operational excellence ensures that consumers everywhere have access to products. Balancing speed, efficiency and proximity, the Company manages a global supply chain with cutting‑edge technology, based on centralization for frames and on a capillary network for lens finishing and prescription laboratories. In our dynamic environment, fueled by technology and innovation, our people have the space to pioneer new solutions.

The Customer Service Specialist provides exceptional customer service support by email and over the phone to Members, Providers, Benefits Administrators, and Internal Customers. The Specialist also runs queries to pull forms fulfillment requests and trend volumes.

MAJOR DUTIES AND RESPONSIBILITIES

• Manages and supports  general email requests for Members and Providers with website registration and content, record updates, claim explanations, claims research, eligibility issues, terminations, and reinstatements.
• Researches and troubleshoots escalated issues from customer service phone agents. Multi tasks priorities and partners with other departments to resolve issues within established timelines.
• Manages internal research team mailbox from account managers, plan set up, claims, provider relations for escalated issues and customer outreach.
• Manages metastorm workflow tool and ensures all issues submitted from phone agents are complete and accurate before sending to business lines for resolution.
• Reports issue trends to business leads and tracks response times from business partners on escalated issues.
• Provides escalated Customer Service support over the phone in a timely, consistent, and courteous manner to Eye Med members and providers.
• Uses system tools as appropriate to escalate issues between the various functional areas within Eye Med.
• Anticipates and follows-up on requests and issues with a proactive, problem‑solving approach.
• Provides expert service specific to cross‑functional needs for designated customers.
• Effectively and professionally handles all escalated issues to meet Customer Care Center productivity and quality goals.
• Communicates with others:
  • Internal – Call Center associates and other Eye Med functional areas
  • External – Members/Providers

BASIC QUALIFICATIONS

• High School Diploma
• 3+ years experience in a professional business
• Research & problem solving skills
• Ability to provide exceptional customer service
• Exhibit resourcefulness in resolving problem situtations
• Manage time & multiple tasks effectively

PREFERRED QUALIFICATIONS

• College or University degree
• Existing knowledge of Eye Med products & services within Call Center environment
• Knowledge of vision benefits and/or insurance company

Pay Range: 21.96
-32.88

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first‑class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

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