Customer Service Specialist

Who we are: At Workplace Options (WPO), we deliver human-centric solutions that empower people to thrive - personally and professionally. With a global team of more than 4,800 professionals, we provide real-time emotional support, therapy, coaching, mindfulness, and family services to millions worldwide. Since 1982, we’ve partnered with employers, health plans, and insurers to design flexible, forward-thinking programs that evolve alongside today’s changing workforce. Today, we support 160 million people across 150,000 organizations, including over half of Fortune 500 companies. Now part of the TELUS Health family, we are expanding our global impact by combining decades of wellbeing expertise. Together, we’re building healthier, more resilient organizations—one person at a time. Current Opportunity: Customer Service Specialist Location: USA Onsite/Hybrid/Remote: Remote Salary: $18.27 per hour Shift: Monday -Friday 11:30am - 8pm EST What you will do: In this role, you will be responsible for providing exceptional customer service to employees and their families, assisting them in locating valuable resources and referrals within their community. Our Specialists work in a fast-paced environment and are expected to uphold WPO's core values while maintaining high-quality customer service. Telephone skills are vital in this role, as they contribute to our growth and success. We are looking for candidates who are organized, professional, and motivated self-starters. Responsibilities: Assess the needs of employees through targeted questioning. Gather personal information and details about the individual requiring care. Provide clear explanations of the issues and needs. Obtain desired geographic locations for referral searches and any personalized criteria. Deliver high quality customer service through written and verbal interactions with our clients and providers. Perform quality assurance callbacks to our clients. Ensure high-quality work in all aspects of the position, including accurate data entries with proper spelling and grammar. Any additional tasks pertinent to the position, as deemed appropriate by management. Qualifications/Skills: To excel in this role, you will need the following qualifications and skills: Bachelor's Degree. Strong written and spoken communication skills. Excellent customer service skills providing the caller with friendly, enthusiastic, and empathetic service. Proficient in conflict resolution skills. Ability to organize and prioritize effectively. Outstanding organizational, relationship-building and interpersonal communication skills. What we offer: At Workplace Options, we don’t just deliver wellbeing services to our clients, we champion wellbeing for our own employees as well. Examples of our benefits and commitment to employee wellbeing include: Full benefits package, Paid time off, 401k match, Training/tuition reimbursement, Gym reimbursement, Wellness rewards, Access to EAP benefits and all WPO services, Mentorship Program, Employee exchange program, Comprehensive training provided for this position. At Workplace Options, we are committed to and are accountable for building a workplace where individuals feel empowered to bring their whole selves to work, free from judgment or fear of discrimination. We understand that having a diverse organization is only the beginning and it will require nurturing and care to thrive. We will continue to take action to ensure we achieve equitable and measurable outcomes. We strive to cultivate a space where diverse voices are not only heard but actively sought out and valued for the unique insights they bring. By embracing and promoting authenticity, we aim to build a vibrant and inclusive community that fosters collaboration, innovation, belonging and personal growth. For further details about WPO please check out our website and these short videos give a great overview of what we do Human-Powered Care and The WPO Global Experience Workplace Options collects and processes personal data in accordance with applicable data protection laws. If you are a European job applicant, refer to our Privacy Notice for further details (