What are the responsibilities and job description for the Customer Service Specialist position at WEX, Inc.?
About the Team/Role
Working in a lively and fast-paced call center environment, the Customer Service Support 1 (CSS1) is the primary point of contact for WEX customers. This role is responsible for answering inbound inquiries regarding account maintenance, billing, and technical support through multiple channels, including phone and email.
You will be assigned to support one of the following call centers based on business needs:
WEX Health (Benefits): Supporting participants with HSA, FSA, HRA, and Medicare Advantage products.
WEX Health (COBRA): Supporting participants transitioning to COBRA healthcare coverage.
WEX Health (Benefits Administration): Provide comprehensive support to participants during annual benefits enrollment and throughout the year supporting questions regarding enrolled benefits.
WEX Mobility (Fleet & OTR): Supporting fleet customers, drivers, and merchants with fuel card authorizations and account management.
How You'll Make an Impact
Customer Engagement: Answer inbound calls and respond to emails with a professional attitude, adapting communication style to individual customer's personality and situation.
Problem Resolution: Act as a single point of contact for problem-solving, including billing questions, payments, and account maintenance.
Technical Support: Troubleshoot and guide customers through WEX online platforms and mobile applications.
System Navigation: Effectively multi-task by utilizing multiple different systems simultaneously to provide the fastest resolution.
Security & Compliance: Maintain strict adherence to corporate security measures, company policies, and (for Health/Cobra roles) HIPAA guidelines.
Documentation: Maintain accurate, detailed records of all interactions within the CRM (Salesforce).
Experience You'll Bring
Education: High School Diploma or GED.
Technical Skills: Solid computer and keyboarding skills; proficiency with Google Suite or Microsoft Office.
Availability: Willingness to work a flexible schedule, which may include weekends, holidays, and occasional overtime.
Background: Must successfully pass a background check.
Remote Work Requirements: This is a work from home position requiring a professional, private, and quiet workspace free from distractions to ensure customer privacy and data security. Candidates must have access to a reliable, high-speed internet connection capable of supporting multi-system navigation and VoIP calling.
Knowledge, Skills, and Abilities
Positive, professional attitude and excellent phone etiquette.
Ability to learn and master new, complex systems quickly.
Strong verbal and written communication skills.
Demonstrated ability to handle multiple tasks in a goal-oriented, fast-paced environment.
A history of working successfully in a collaborative team environment.
All offers are contingent upon successful completion of a background check and drug screening. WEX is an Equal Opportunity Employer, welcoming Veterans and individuals with disabilities.
The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section.Equal Opportunity Employer/Vets/Disability