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Here at Warby Parker, we’re obsessed with providing our customers with an extraordinary shopping, ownership, and customer service experience. As an Insurance Operations Coordinator you will shape the future of the department by providing a best in class customer experience for insurance customers. You will support insurance projects, processes and customers that allow Warby Parker to consistently exceed customer’s expectations and be a go-to person regarding all things related to Insurance orders.
Additionally, you’ll assist in fielding all sensitive or urgent insurance customer situations—and seeing them through until resolution. You’ve got a natural knack for detail and are judicious with your tone. Sound a lot like you? Read on.
What you’ll do:
Regularly monitor Insurance order volume and exceptions lists, process claim submissions and track returns, and respond to insurance customer outreach (email, phones etc.) to ensure we’re delivering exceptional customer experiences and meeting service levels every day
Act as subject matter expert for escalated customer situations involving Insurance
Lead discussions about updates related to systems and processes during check-ins
Channel insurance customer insights and opportunities to appropriate areas of the business (including technology, communications and retail) by providing timely, specific, and measurable feedback via appropriate channels
Work closely with our training and communications team to support change management related to policies, new products, and processes
Who you are:
2+ years working in either insurance claims processing or customer facing role
An expert communicator who understands the impact of tone and can adapt their communication accordingly
Incredibly focused, highly organized and attentive to detail, even while working in a very fast-paced environment; someone who always follows through and follows up
A super-creative problem solver
An upbeat, flexible team player who leads by example and keeps calm under pressure
Not on the Office of Inspector General’s List of Excluded Individuals/Entities (LEIE)
Available to work on a hybrid schedule including nights and weekends, as we’re building our team operates seven days a week from 8 a.m.–10 p.m. ET
Extra credit: Experience working with health insurance processing, equipped with 6 months or more of CX experience, a deep understanding of all Warby Parker processes regarding Insurance order processing
Some benefits of working at Warby Parker for full-time employees:
Warby Parker requires all newly hired in-person or hybrid employees to be fully vaccinated against COVID-19 by their start date. Warby Parker is an equal opportunity employer and will provide reasonable accommodation, as necessary with federal, state, or local law, to those individuals who are unable to be vaccinated.
If you are a California resident, please review the additional privacy disclosures available in Section 8 of our Privacy Policy, which provides a summary of how we collect, use, disclose, and share personal information about you and explain your rights under the California Privacy Rights Act (“CPRA”).
About Us:
Warby Parker was founded with a mission: to inspire and impact the world with vision, purpose, and style.
We're constantly asking ourselves how we can do more and make a greater impact, and that starts by reimagining everything that a company and industry can be. We want to demonstrate that a business can scale while doing good in the world, without charging a premium for it. And we’ve learned that it takes creativity, empathy, and innovation to achieve that goal.
Since the day we launched in 2010, we’ve pioneered ideas, designed products, and developed technologies that help people see. We offer everything you need for happier eyes at a price that leaves you with money in your pocket, from designer-quality glasses and contacts to eye exams and vision tests, and you can meet us online, at our stores, or even in your home. Wherever and whenever you need it, we’re there to make exceptional vision care simple and accessible. (Delightful, too.)
Ultimately, we believe in vision for all, which is why for every pair of glasses or sunglasses we sell, a pair of glasses is distributed to someone in need through our Buy a Pair, Give a Pair program.
We built Chronically Capable to be accessible for everyone, but we know that accessibility is an ongoing process.
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