Call Center Representative at National Vision Administrators

Call Center Representative at National Vision Administrators Location Clifton, NJ :

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. Please note: Applications without answers to short answer application questions are unlikely to be contacted.

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 family-owned 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.

Job 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 4-week 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 1-year 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 high-quality services to clients, members, and staff with a respectful, non-judgmental 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 de-escalate calls when needed.
• Strong time management and decision-making skills.
• Adaptable and accountable.
• Bilingual in Spanish/English a plus.

Schedule:

• This is a full-time, 40-hour non-exempt onsite role. Attendance in the Clifton, New Jersey office is required.
• The call center's operating hours are: Mon-Fri 8:00am-8:00pm, Sat 8:00am-5:00pm and Sunday 10:00am-4:00pm
• 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, short-term and long-term disability and 401(k) savings plan with match. Health, dental, and vision insurance are also provided.
• Employee referral program
• 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:

• Applications will be accepted on a rolling basis until May 12.

Priority will be given to applications received by May 9.

• Phone interviews will be conducted between May 6 and May 15 .
• Second-round interviews will take place between May 13 and May 23 .
• Final interviews and selection will occur between May 27 and June 3 .
• Anticipated start date is mid-to-late June

How to Apply:

Free Form Minds has been retained to conduct this search on behalf of National Vision Administrators. Please click the apply button to submit your application.

Applications without answers to short answer application questions are unlikely to be contacted.

If you have any trouble with the application process, need accommodations, or have questions - please email Jessye Kass: [email protected]

Job Type: Full-time

Pay: $39,000.00 - $41,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday

Application Question(s):

• What makes a great call center representative? (REQUIRED QUESTION!)
• Please describe a relevant experience or transferable skill that will allow you to excel in this role. (REQUIRED QUESTION)

Ability to Commute:

• Clifton, NJ 07013 (Required)

Work Location: In person