[Remote] Product Specialist - Tier 1

Note: The job is a remote job and is open to candidates in USA. WEX is a company focused on customer engagement and service. The role of Product Specialist - Tier 1 involves interacting with customers through various channels to resolve issues, answer questions, and provide education while meeting service quality goals.

Responsibilities

• Answering incoming calls and engaging with our customers over the phone
• Responding to customer emails and chats in a timely manner
• Assisting participants by answering questions, solving problems, and educating
• Customize interactions to the individual customer’s personality and situation
• Meet monthly customer service statistical goals and quality standards
• Being the initial point of contact for problem-solving
• Utilizing up to 5 – 10 systems, often multi-tasking with multiple systems on each customer interaction
• Prescribing the fastest and easiest resolution to the problem
• Influence customers for a win-win solution
• Educate customers on other alternatives or features not already considered
• Lead with excellent written and verbal communication skill
• Demonstrates the WEX Core Values daily
• Ability to learn, develop, and excel in a virtual environment

Skills

• Excellent written and verbal communication skills
• Problem-solving skills
• Ability to work effectively in a virtual environment
• Availability to high speed internet
• Must have a private work space
• Ability to work between the hours of 7:45AM – 7:00PM EST, Monday – Friday
• Experience in a customer service related position
• High volume call experience
• Familiarity with Google Workspace
• Familiarity with a Help Desk Ticketing System

Benefits

• 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

Company Overview