Customer Service Rep (Call Center) at National Vision Administrators

Are you looking for a call center role with REAL professional development, a path to grow, and one of the most supportive supervisors around? Do you love solving problems, learning new things, and making callers feel taken care of? We'd love to hear from you.

Riverwalker Talent has been retained by National Vision Administrators (NVA), part of the Benecard Services family of companies, to conduct this search.

• You will be on the phones most of the day, taking incoming calls from members and providers about plan benefits and service issues.

• Some callers are calm and some are frustrated. Staying patient, clear, and professional with both is a big part of the job.

• You will be expected to meet call center metrics while still giving every caller excellent service.

• Written communication matters here too. Reps document calls and may support written channels (like email or chat) as the team grows.

• You will work closely with a tight-knit team on the floor every day, so respect, professionalism, and support with coworkers are just as important as with callers.

• High school diploma or equivalent.

• At least 1 year of recent call center or phone-based customer service experience. (Experience in a high-volume service role with extensive customer service by phone can substitute.)

• Exceptional customer service, active listening, verbal and written communication skills, and professional phone etiquette.

• Clear, professional writing skills - full sentences, correct spelling and grammar.

• Proficiency with computers and strong typing skills.

• Some use of online software required. Experience with CRM databases strongly preferred.

• Reliable transportation to Clifton, NJ.

• Ability to commit to the full schedule below, including weekends.

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  Respond efficiently and accurately to callers, explain viable solutions, and make sure members and providers feel supported and valued.

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  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, and more.

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  Practice active listening, confirm or clarify information, and de-escalate upset members and providers as needed.

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  Keep your knowledge of plans, policies, and procedures up to date, and research complex cases when needed.

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  Build lasting relationships with colleagues and customers through trust and reliability.

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  Use software, tools, and knowledge from training effectively.

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  Meet or exceed call center metrics while providing consistently excellent customer service.

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  Participate in 4-week onboarding training, plus ongoing training and learning opportunities.

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  Follow all company policies and procedures, especially attendance and knowledge retention.

This is not a "just a job" call center role. NVA invests in its people.

• Empathy and committed to the highest quality of customer service

• Committed to high-quality service for members, providers, and coworkers, with a respectful, non-judgmental approach.

• Calm and professional when things get tense

• Fast learner who retains information and stays current on products, services, and policies.

• Critical thinker who takes initiative to solve problems and supports teammates.

• Organized and efficient, with strong time management and decision-making skills.

• Open to feedback and coaching.

• Positive attitude, adaptable, and accountable.

• Bilingual in Spanish/English a plus!

Benecard Services and National Vision Administrators are equal opportunity employers, committed to building diverse, equitable, and inclusive teams, and encourage applications from candidates of all backgrounds and lived experiences.

We are committed to providing reasonable accommodations throughout the hiring process. For accessibility accommodations or questions, please email Nadya Pierre at nadya@soleostrategies.co. No phone calls.