VSP Global VSP Vision Care - Senior Client Specialist in Rancho Cordova, California

VSP Global is comprised of five complementary businesses that combine high-quality eye care insurance, high-fashion eyewear, customized lenses, ophthalmic technology and retail solutions, with employees in over 23 countries. No matter the role, we’re all focused on a singular mission: to help people see. Learn more by visiting https://vspglobal.com/cms/careers/

General Summary

With minimal supervision, deliver legendary service to VSP’s largest, most strategic clients. This encompasses an assigned base of clients each with 10,000 or more members, over $1million in annual revenue and added degrees of complexity. Act as expert advisor on client service and operations related items including client implementation, maintenance, and analysis and problem resolution.

Essential Functions

Consistently deliver a high level of service to achieve and maintain high satisfaction levels and support client and member retention.

Research, resolve, and respond to complex issues and inquiries from clients and brokers and provide operational support. Appropriately elevate situations with high profile clients that could have company-wide impacts to drive solutions as needed.

Identify, document and track trends and types of issues that may be symptomatic of larger issues; escalate to the appropriate contacts

In collaboration with the account team, provide recommendations to implement new clients according to requirements and performance standards.

Participate in client meetings and work with internal business partners to address complex client requirements. Ensure client requirements are documented and communicated.

Participate in onsite and/or teleconferencing installation meetings to analyze customer requirements, system capabilities and provide recommendations for structure and membership to support group requirements.

Assist with group renewal process including preparing accurate information, obtaining approvals, inputting into system, and issuing group notifications and documents within established legal time frames

Implement assigned high profile clients in VSP systems accurately and in a timely manner while ensuring all appropriate backup and approvals are on record.

Execute and oversee all client contract related activities to ensure legal and regulatory requirements are met.

Comply with data integrity and security policies.

Job Specifications

Typically has the following skills and abilities:

Three years’ experience in an account management or customer service experience, or a Bachelor's degree with customer service

Excellent communication and interpersonal skills to effectively communicate with internal and external business partners

Demonstrated ability to identify and resolve complex problems requiring changes in priorities and workflow, or partnering with other business partners

Strong organization and time management skills to prioritize multiple tasks

Must be detail oriented and accurate

Proven problem solving, negotiations and decision-making skills.

Critical thinking and analytical, with a solution-oriented approach to work

Ability to work well and be comfortable with ambiguity and change

Strong skills in a Windows environment

Clean credit history as reported by credit report

Preferred Skills

Self motivated, attention to detail, analytical / problem solving skills, excellent written and oral communication skills and a strong customer service oriented mindset while balancing the needs of our clients, members and VSP.

Self motivated, attention to detail, analytical / problem solving skills, excellent written and oral communication skills and a strong customer service oriented mindset while balancing the needs of our clients, members and VSP.

Testing Requirements

Ability to type 35 wpm

Ability to perform 10-Key by touch (6,000 ksph)

MS Excel

Working Conditions / Physical Demands

The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust etc.

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

VSP Global is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.