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

• 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.

• 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

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.

• 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

• 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

• 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

• 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

• 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.