Customer Support

Job Title: Customer Support

Location: 1663 East Henrietta Road, Rochester New York 14623 (100% onsite)

Duration: 3 Months contract

Role is onsite 5 days a week. Support will be both in person, as well as phone calls. Must possess accountability, excellent computer skills (Microsoft Suite), Medical records and front office experience. This position will be considered a Visionworks position at our retail store.

Under general supervision, the Customer Support Representative ensures accurate, timely, and efficient customer service delivery. This role involves responding to customer inquiries across multiple channels (phone, email, online chat, or in-person) and supporting the company s goals through exceptional service, product knowledge, and issue resolution.

• Respond promptly to customer inquiries (routine to complex) from members, clients, providers, and internal/external partners via phone, email, chat, or in person.
• Provide accurate information on plans, products, services, and procedures across assigned Lines of Business (LOB).
• Assist customers with:
• Online purchasing and e-commerce support
• Payment processing and collections
• Eligibility and order status verification
• Shipping updates and stock availability
• Research and resolve issues or complaints, determining appropriate resolutions with minimal supervision.
• Complete documentation, letters, and forms accurately and efficiently.
• Participate in Quality Assurance testing for company software and contribute to process improvements.
• Educate customers and prospective customers on the value and benefits of the company s products and services.
• Identify customer trends and communicate insights to management for business improvements.
• Maintain up-to-date knowledge of all Customer Service policies, products, and system changes.
• Support sales teams with inquiries and customer orders when required.
• Participate in benefit fairs, open enrollment meetings, or client meetings (occasional overnight travel may be required).
• May process claims as per business needs and workload fluctuations.

• Education:
  
  High school diploma or equivalent required; associate or bachelor s degree preferred.
• Experience:
• 1 2 years of customer service experience handling moderate to complex inquiries in industries such as call centers, insurance, manufacturing, software, telecommunications, retail, or eyewear.
• Experience in fast-paced environments with multitasking and high call volumes.

• Strong verbal and written communication skills.
• Excellent interpersonal and rapport-building abilities.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook).
• Demonstrated internet proficiency and familiarity with browser settings.
• Proven problem-solving, negotiation, and decision-making skills.
• Ability to multitask listening, documenting, and transacting simultaneously.
• Strong attention to detail and discretion in applying customer service guidelines.
• Ability to work flexible shifts, including weekends, holidays, or overnight as needed.