Customer service specialist

About the team/role: Working in a lively and fast-paced call center environment, the Customer Service Specialist, 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.

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. WEX is a global commerce platform that helps businesses solve for operational complexities like employee benefits, managing and mobilizing fleets, and streamlining payments. With over 6,500 employees, we work with large and small companies in more than 200 countries and territories, and can tailor our services to meet the unique needs of their businesses. We hire people who share our passion for continuous innovation and client service that is unparalleled in the industry. Offering comprehensive and market competitive benefits, our offerings are designed to support your personal and professional well-being. If you’re looking for a growing career - come be part of WEX today. To learn more about our employee benefits, please click here. WEX is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, sexual orientation, gender identity, protected veteran status, disability or other protected status. WEX promotes a drug-free workplace. Qualified individuals with a disability have the right to request a reasonable accommodation. If you require a reasonable accommodation as a result of your disability at any point in the job application process, please submit your request through our Reasonable Accommodation Request Form. This form is for accommodation requests only and cannot be used to inquire about the status of applications.