[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