Customer Support Specialist

Description

Be the friendly voice that makes a difference.

Do you love solving problems, connecting with people, and being the calm, helpful voice on the other end of the line? We're looking for a Customer Support Specialist to be the first point of contact for our wellness program participants - someone who brings empathy, accuracy, and a genuine desire to help to every call, chat, and email.

If you thrive in a fast-paced environment, take pride in getting the details right, and want to work from the comfort of your own home, this could be your next great fit.

Why This Role Stands Out

• Fully Remote with 1-2 required onsite visits per year - work from home, no commute required (reliable home internet needed)
• Variety, not monotony - you'll juggle phone, chat, email, and meaningful administrative work, so no two days look the same
• Real impact - you'll directly help participants navigate their wellness programs, incentives, and benefits
• A voice that's heard - your feedback on trends and recurring issues goes straight to leadership and shapes real process improvements
• Room to grow your skills - you'll build expertise across contact center operations, data accuracy, and HIPAA-compliant handling of sensitive information

What You'll Do

As the front line of Customer Support, you will:

• Answer a high volume of inbound calls with professionalism, warmth, and efficiency
• Help participants with account access, incentives, forms, and program requirements
• Support participants through live chat and email, hitting service-level targets
• Dig into and resolve concerns, escalating when needed to get things done right
• Follow up on voicemails so no one is left waiting
• Keep detailed, accurate records of every interaction
• Bring your insights to the team - share trends, feedback, and ideas for improvement
• Handle every conversation with active listening, empathy, and clear communication
• Safeguard participant data with strict HIPAA and confidentiality standards

Behind the scenes, you'll also:

• Review, validate, and enter participant information and form submissions
• Audit data for accuracy, catching and correcting discrepancies
• Reach out to participants when information is missing or incomplete
• Partner with Account Management and other internal teams to resolve complex questions
• Keep forms processed and audited on schedule - every time

Requirements

• 2-3 years of contact center experience (healthcare or wellness experience with strong understanding of HIPAA)
• Administrative experience preferred (healthcare or wellness experience with strong understanding of HIPAA)
• Strong attention to detail with the ability to manage high-volume, accuracy-driven work
• Excellent verbal and written communication skills
• Proven ability to multitask and prioritize in a fast-paced environment
• Demonstrated ability to prioritize tasks and manage time efficiently
• Proficient computer skills with the ability to learn new systems and software quickly
• Ability to maintain confidentiality and handle sensitive information responsibly (HIPAA Compliance)
• Strong problem-solving skills and a service-oriented mindset
• Self-motivated, adaptable, and accountable

Why Work With Us?

Wellworks For You empowers our employees to make health and well-being a priority at work and in life. Our employees work in a friendly and supportive culture, and receive a competitive compensation and benefits package including:

• Competitive salary
• Client retention bonuses
• Additional Incentives
• Growth opportunities
• Comprehensive benefits package - Medical, Dental, Rx, Vision, Life, Disability, Hospital reimbursement plan
• 401k with per pay employer match
• Employee Assistance Program through LifeMatters EAP
• Mental health benefits, including access to paid therapy
• Paid maternity leave after 12 months
• Paid Time Off including time off to volunteer in your community and the day off on your birthday
• Casual dress code
• Wellness program and teambuilding opportunities with incentives
• Milestone anniversary program
• Ongoing training and education

Work Environment

• Fully remote position - home office space required
• Professional office-style environment using standard computer/phone equipment
• Primarily desk-based work
• Work Hours: 11-7pm EST, Monday-Friday

Reports To: Senior Manager, Customer Support

Job Type: Full-time, Non-Exempt

Location: Remote, home office based in Malvern, PA

The salary range for this position is $38,000-$40,000 based on skills determined in interview process.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.