Call Center Representative

Do you enjoy solving problems and delivering outstanding customer service over the phone? Are you experienced in fast‑paced call center environments and committed to creating positive experiences for every caller?

National Vision Administrators (NVA) is always interested in connecting with talented Call Center Representatives to support our growing team in Clifton, New Jersey. 

Key Responsibilities

• Handle inbound and outbound calls with members and providers, addressing questions related to customer service, plan benefits, and quality‑of‑care concerns.
• Listen actively, ask thoughtful questions, and provide clear, accurate solutions while ensuring callers feel supported and valued.
• De‑escalate challenging situations with empathy, professionalism, and confidence.
• Research and resolve complex cases by staying up to date on plans, policies, and procedures.
• Build strong working relationships with customers and colleagues through trust and reliability.
• Use CRM systems and other software tools efficiently to document and manage interactions.
• Consistently meet or exceed call center performance metrics while maintaining high service standards.
• Participate in onboarding, ongoing training, and learning opportunities to expand your knowledge and grow within the organization.
• Follow company policies and procedures, including attendance and quality standards.

Qualifications 

• High school diploma or equivalent.
• At least 1 year of recent call center experience
  (or 3+ years in a high‑volume, phone‑based customer service role).
• Strong verbal and written communication skills with professional phone etiquette.
• Excellent active listening and customer service skills.
• Comfort using CRM systems and online tools; strong computer and typing skills.

Ideal Characteristics

• Customer‑first mindset with a respectful, non‑judgmental approach.
• Strong critical‑thinking and problem‑solving skills.
• Organized and efficient, with the ability to prioritize tasks effectively.
• Quick learner who can retain information and adapt to updates.
• Positive attitude and professionalism in all situations.
• Empathetic, patient, and confident in de‑escalation techniques.

Why Join NVA?

At NVA, you’ll find a supportive, team‑oriented environment with access to benefits, professional development, and opportunities for long‑term growth. We’re committed to investing in our people and helping them build meaningful careers.

Featured Benefits

• Competitive salary
• Vacation and sick/personal time
• Medical insurance
• Hearing program discount
• Short‑ and long‑term disability insurance
• Life insurance
• Flexible Spending Account (FSA)
• 401(k)
• Employee referral program
• Employee recognition programs
• Tuition reimbursement
• Professional development and training opportunities

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