Customer Service Specialist

Customer Service Specialist

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.