Customer Service Representative – Vision Insurance (Remote, Mason OH)

Customer Service Representative Vision Insurance (Remote, Mason OH)

Department : Vision Care Services

Location : Service Center, Mason, OH 45040

Positions : 5

Type : Temp-to-Hire (eligible for conversion after 90 days without fee)

Pay Rate : $17.00 / hour

Important Requirements

Local Candidates Only : Must live within 1-hour driving distance from Mason, OH.

Temp-to-Hire Eligibility : Candidate must be eligible to convert to permanent hire after 90 days without a fee.

Work Environment and Equipment

Training : Remote (Work From Home)

Must have a private, distraction-free workspace (no children, pets, or background noise)

Must be willing to come onsite if equipment (e.g., headset) malfunctions

Must pick up company-provided equipment (CPU, monitor, keyboard, mouse, headset, cords) in person from Mason, OH

Internet Requirements :

Minimum 10 Mbps download / 1 Mbps upload

Wired Ethernet connection only (6-ft cord provided; no Wi-Fi)

Must have a smartphone (for multi-factor authentication)

Must return equipment in original condition at contract end; billed $2,000 for missing equipment

Position Overview

The Customer Service Representative Vision Insurance provides high-quality multi-channel support (telephonic, chat, email, social media, and U.S. mail) to customers. This role ensures problem resolution in a manner that meets or exceeds department objectives, enhances the customer experience , and protects business operations and revenue. The representative will also initiate escalation for unresolved issues.

Major Duties and Responsibilities

Assist customers telephonically and non-telephonically with service and support issues

Resolve problems using department tools, resources, and sound business judgment

Collaborate with other departments to increase customer satisfaction and retention

Serve as a positive role model , demonstrating performance improvement and support of company objectives

Meet and exceed defined productivity, quality, and revenue goals

Use courteous and professional communication in all interactions

Work effectively in a team environment and create win-win resolutions

Basic Qualifications

Education : High School diploma or equivalent, or relevant work experience

Customer Service Orientation with strong interpersonal and problem-solving skills

Excellent Written Communication Skills and proper grammar usage

Intermediate PC Knowledge , including Windows OS, Microsoft Office , and Internet proficiency

Basic Math Ability and accuracy with data entry

Commitment to first-contact resolution

Strong English comprehension

Preferred Qualifications

Associate Degree or higher

Previous experience in a telephonic or customer contact role

Healthcare / Insurance background (medical billing, claims, or vision benefits experience)

Retail or Optical industry experience

Ideal Candidate Profile

Stable work history : at least one role with 1+ year tenure

Explained employment gaps

Detailed PC experience (applications, software, or certifications listed)

Strong soft skills : Critical thinking

Problem-solving

Leadership

Adaptability

Poise and patience

HIPAA privacy awareness and ability to maintain confidentiality

Additional Details

This position may involve phone, chat, or email customer interactions.

Current immediate need is phone support ; future chat / email opportunities may arise.

Contractors eligible for conversion based on performance and open roles.

Candidate Self-Assessment Skill Matrix

Skill / Requirement

Required / Preferred

Self-Rating (1-10)

Years of Experience

Additional Notes / Comments

Customer Service / Call Center Experience

Required

Healthcare / Insurance / Vision Benefits Knowledge

Preferred

Written and Verbal Communication

Required

Microsoft Office & PC Proficiency

Required

Problem Solving / Critical Thinking

Required

Data Entry Accuracy & Attention to Detail

Required

Conflict Resolution & Empathy

Preferred

HIPAA / Privacy Awareness

Preferred

Stability (1+ year at one employer)

Required

Adaptability / Team Collaboration

Required

Remote Work Setup & Technical Readiness

Required

Willingness to Pick Up Equipment in Mason, OH

Required

Education : High School Diploma or Higher

Required

Associate Degree or Above

Preferred

Retail / Optical Experience

Preferred