{"id":2948071,"url":"https://alion.io/job/vsp-vision-customer-support-2","title":"Customer Support 2","company":{"id":1817328,"name":"VSP Vision","domain":"vspvision.com","url":"https://alion.io/company/vspvision","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":95,"open_postings":4,"ghost_share":0,"stale_share":0.25,"repost_share":0.25,"time_to_fill_p50_days":12,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Operations","role_family":"Operations","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":40000,"max_usd":77000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":182},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-20T19:14:38Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-21T00:02:27Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"With minimal supervision, provide education and assistance to internal and external customers in a manner that support the achievement of the company’s satisfaction, growth, and operational excellence goals.Act as a first point of contact in addressing the complex and escalated customer concerns related to changes within our family of companies and lines of business (LOBs)\nRespond to routine and complex telephone or written inquiries from members, doctors, clients, and consumers; effectively position messages in a manner that is supportive of divisional and corporate strategies as necessary to ensure appropriate resolutions\nContingent on the Line of Business (LOB), requires in-depth knowledge in the following areas:\nPrescriptions, Plans, Products, Services, and Procedures\nOnline purchasing & e-Commerce knowledge\nInternet knowledge\nPayment processing/payment collections\nEligibility verification\nOrder Status, Shipping Status, and Stock Availability\nAccurate completion of necessary documentation, letters, and forms processing\nDemonstrate confidence and skill in guiding customers in arriving at solutions that are supportive of strategic initiatives\nIdentify and analyze trends and communicate to appropriate business partners\nSuggest necessary corrections, changes, or solutions\nAppropriately elevate situations that could have broader customer or business impacts\nUtilize in-depth knowledge of policies, procedures, medical terminology, telephone and writing techniques\nRemain current on all changes to policy, procedure, and product information to accurately and consistently respond to inquiries\nMaintain and organize correspondence to ensure consistent, accurate, and professional responses\nRecommend updates to online knowledge management tools to clarify policy and procedures when conflicting information exists\nMay make recommendations or create new content\nAssist leadership staff in providing coaching and policy or procedural support to CSRs as applicable\nDocument performance opportunities acquired through escalated calls or frequent agent interactions (compliments/complaints/coaching opportunities), and provide to appropriate Supervisor\nContingent on the LOB, may create and manage assignments of monthly audit inventory\nContingent on the LOB, may assist in the functions around complaints and grievances, such as monitoring compliance, reporting, etc\nContingent on the LOB, may assist in identifying technical issues through problem duplication and manipulation of customer data to provide details to the software development team for product correction and improvement\nMay be required to utilize multiple hardware and software tools to troubleshoot a variety of issues\nJob Specifications\nTypically has the following skills or abilities:\nTwo to four years of customer service experience handling complex issues in a high-volume environment\nOne year taking ACD calls within a call center environment\nAvailable to work any shift, including weekends, holidays, and/or overnight\nDemonstrated effective written communication skills including business writing, grammar, punctuation in order to correspond with customers via letter, email and webchat\nDemonstrated ability to work independently and within a team with minimal supervision; takes initiative to effectively carry out responsibilities\nDemonstrated ability to effectively communicate and/or coach as necessary with all levels of employees; possesses strong interpersonal skills\nEffective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made verbally\nDemonstrated ability to learn, support change management and assimilate new information quickly\nExcellent problem solving, critical thinking and effective negotiation skills\nAbility to work at a computer at least 90% of the time\nAbility to work within multiple complex systems to extract information needed to support customers\nIf this position acts as a third-party administrator (TPA) for processing payments, then candidates will be subject to a credit check\nIn order to successfully and consistently perform the duties of a Customer Support Representative on our systems and networks, the following internet and equipment (provided by the company) are required:\nOS (Provided)\nWindows 10\nCPU (Provided)\nIntel® Core™ i5-7500 (4 Cores/6MB/4T/3.6GHz)\nMemory (Provided)\n16GB 2X8GB 2666MHz DDR4 Memory\nHard Drive (Provided)\n256GB Solid State Hard Drive\nCompany Provided Wired Headset\nYes\nWired Connection (to Router/Modem; Cable/wire provided) Router/Modem NOT provided\nYes\nDownload Speed (per user on home network)\n50 Mbps\nUpload Speed (per user on home network)\n10 Mbps\nLoaded Latency\n< 150 ms\nFor roles that are remote (i.e., Work From Home (WFH)) or hybrid (i.e., partial onsite at a VSP location and WFH), must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings to support effective communication and team alignment\nPreferred Skills\nKnowledge of Eyeconic, Salesforce, and OMS is highly encouraged\nCompensationrange for the role is listed below. Applicable salary ranges may differ across markets.Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here.\nSalary Ranges: $17.85 - $28.88VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability or protected veteran status. We maintaina drug-free workplace and perform pre-employment substance abuse testing.\nUnincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance withthe Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws.\nNotice to Candidates: Fraud Alert - Fake Job Opportunity Solicitations Used to Collect Fees/Personal Information.\nWe have been made aware that fake job opportunities are being offered by individuals posing as VSP Vision and affiliate recruiters. Click hereto learn about our application process and what to watch for regarding false job opportunities.\nAs a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees. VSP Vision employees will have access to this sensitive personal information and are subject to followInformation Security and Privacy Policies.","description_format":"text","description_chars":6788,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Optometry & Optical Stores","Health Insurance & Benefits"],"lifecycle":[{"event":"open","at":"2026-10-20T19:14:38Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":12,"reasons":["conf:5","velocity","win:early","comp:junior"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/vsp-vision-customer-support-2","json_url":"https://alion.io/job/vsp-vision-customer-support-2.json","meta":{"generated_at":"2026-10-21T08:51:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12475,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1817328},"rest":"https://alion.io/mcp/rest/get_company?id=1817328"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvsp-vision-customer-support-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvsp-vision-customer-support-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvsp-vision-customer-support-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/vsp-vision-customer-support-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvsp-vision-customer-support-2"}]}