Customer Service Specialist

WEX is seeking a Customer Service Specialist to serve as a primary point of contact for customers in a fast-paced, work-from-home call center environment. The role involves responding to inbound calls and emails related to account maintenance, billing, payments, and technical support.

Depending on business requirements, the successful candidate may support WEX Health benefits, COBRA, benefits administration, or WEX Mobility customers. The position requires strong communication skills, the ability to navigate multiple systems simultaneously, and a professional approach to resolving customer concerns while protecting sensitive information.

Key Responsibilities:

• Respond to inbound customer calls and emails in a professional and helpful manner.

• Assist customers with billing questions, payments, account maintenance, and general inquiries.

• Troubleshoot customer issues and provide guidance on WEX online platforms and mobile applications.

• Navigate multiple systems simultaneously to research information and provide efficient resolutions.

• Maintain compliance with company security policies and applicable privacy requirements.

• Follow HIPAA guidelines when supporting Health and COBRA-related customers.

• Maintain accurate and detailed records of customer interactions within Salesforce CRM.

• Adapt communication style to different customer needs and situations.

• Support customers across benefits, healthcare coverage, fleet, fuel card, and account management services as assigned.

Requirements:

• High School Diploma or GED.

• Strong computer and keyboarding skills.

• Proficiency with Google Workspace or Microsoft Office.

• Strong verbal and written communication abilities.

• Excellent telephone etiquette and a positive, professional attitude.

• Ability to learn and operate complex systems quickly.

• Ability to manage multiple tasks in a fast-paced, goal-oriented environment.

• Willingness to work flexible schedules, including weekends, holidays, and occasional overtime.

• Successful completion of a required background check.

• Ability to work independently while contributing effectively to a collaborative team.

• Must have a professional, private, and quiet home workspace suitable for protecting customer information.

• Reliable high-speed internet connection capable of supporting multiple systems and VoIP calls.

• Strong knowledge of:

• Customer service and problem resolution

• Billing, payments, and account maintenance

• CRM systems and customer documentation

• Computer systems and multi-platform navigation

• Data privacy, security, and applicable compliance procedures