Customer Service Rep (Call Center) at National Vision Administrators
Clifton, NJ, United States of America
Clifton, NJ, United States of America
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.
Job Type: Full-Time, Non-Exempt | On-Site | Clifton, NJ | $41,000 starting salary (annualized base + incentive earnings + merit increases)
Benecard Services is a family-owned employee benefits company and the parent organization of National Vision Administrators (NVA). For over 40 years, NVA has provided customized, cost-effective vision benefit programs to public employer groups, Health & Welfare Funds, associations, and coalitions across the country. NVA serves millions of people and has retained over 99% of its clients. The company is headquartered in Clifton, New Jersey.
Riverwalker Talent staff have been helping NVA recruit for almost 4 years now, and we keep coming back for a reason. The call center has one of the most supportive supervisory teams we've worked with, and it's a REALLY fun place to work. People here get coached, trained, and promoted - not just managed.
NVA's growing call center is hiring a new class of Customer Service Representatives (we are hiring 5 to 7 people with a highly selective, in-depth process). Representatives mostly take incoming calls from NVA members and eye care providers about plan benefits, customer service, and quality of care concerns. This role is full-time, in-person, non-exempt, and benefitted.
What the work looks like:
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.
Respond efficiently and accurately to callers, explain viable solutions, and make sure 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, and more.
Practice active listening, confirm or clarify information, and de-escalate upset members and providers as needed.
Keep your knowledge of plans, policies, and procedures up to date, and research complex cases when needed.
Build lasting relationships with colleagues and customers through trust and reliability.
Use software, tools, and knowledge from training effectively.
Meet or exceed call center metrics while providing consistently excellent customer service.
Participate in 4-week onboarding training, plus ongoing training and learning opportunities.
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.
4-week paid onboarding training before you take calls on your own, with trainers and supervisors who want you to succeed.
Ongoing coaching from supervisors who know your name and your goals.
Promotion from within. NVA grows its trainers, team leads, and supervisors from its own team.
Tuition reimbursement and professional development opportunities.
More schedule options after year one. After your first year, later shifts (up to 8:00 PM) may become available.
Merit increases and incentive earnings.
We recognize strong candidates may not meet every qualification. If you are excited about this role and believe your experience could contribute, we encourage you to apply.
Requirements:
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.
About You:
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!
Training (first 4 weeks): 9:30 AM - 5:30 PM, Monday - Friday.
After training: 9:30 AM - 6:00 PM, Monday - Friday shifts.
Weekends: TWO weekend days per month are required. Saturdays are 8:30 AM - 5:00 PM. Sundays are 10:00 AM - 4:00 PM and count as a full 8-hour day (with a shift differential).
Weekend days are typically not back to back. You get one day off during the week for each weekend day you work.
Schedules are posted one month in advance.
2 holidays worked per year are required, and you receive a comp day for each.
After 1 year, later hours (up to 8:00 PM) may become available.
This is a full-time, 40-hour, non-exempt, on-site role. Attendance in the Clifton, New Jersey office is required. There is no remote or hybrid option.
Salary: $41,000 per year (annualized base salary + incentive earnings + merit increases).
Time Off: 10 days paid vacation, 5 personal days, 9 paid holidays, a comp day on your birthday, and paid family leave.
Benefits: Health, dental, and vision insurance; short-term and long-term disability; life insurance; 401(k) with employer match; Flexible Spending Account; Hearing Program Discount; Employee Referral Program; Tuition Reimbursement.
Extensive, supportive onboarding and ongoing professional development.
A stable, family-like workplace with a supportive supervisory team.
Round 1: 25-45 minute screening interview with Nadya Pierre, a Riverwalker Talent recruiter - Estimated November 5 - 23
Round 2: 45 minute Zoom interview with Nadya and two NVA call center supervisors - Estimated Mid to Late November/Early December
Round 3: Final interview with NVA's call center Director - Estimated week of December 7 or Dec 14
A short typing or computer skills assessment may be included.
Target start date: Estimated week of January 4, 2027
All interviews are scheduled through Riverwalker Talent's calendar. We will confirm your schedule availability at each stage.
Our promise: every applicant hears back from us. No ghosting, ever!
Applications are reviewed on a rolling basis, so apply early. Our priority deadline is Monday, November 30. We do not require a cover letter. Instead, please answer every application question below. Applications without complete answers will not be considered.
Application questions:
Schedule: Your Monday - Friday shifts are 9:30 AM - 6:00 PM on-site in Clifton, NJ. Can you commit to this schedule?
Weekend: In addition to your weekday shifts, this role requires TWO weekend days per month (you will have weekdays off when you work a weekend, Sundays count as a full day) (Saturday 8:30 AM - 5:00 PM and/or Sunday 10:00 AM - 4:00 PM). Can you commit to this?
Describe a call or customer service moment where you had to solve an issue. What was the problem, and how did you solve it?
In your opinion, what do you believe makes a great call center representative? Why do those attributes or skills matter?
Commute: Can you reliably commute to Clifton, NJ 07013, five days a week?
AI confirmation: I confirm I did not use AI to write my answers to these questions.
We believe AI can be a helpful tool in work and learning and are not opposed to its use in general. We use 100% human review of these applications. For this process, we ask that your responses reflect your own thinking, experience, and communication style. Please do not use AI in this application.
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.
