Temporary Customer Service Representative - Work From Home

WTW has a seasonal opportunity for a motivated Customer Service Representative in its Via Benefits business. This role involves managing customer relationships, working in a high-volume environment, and providing a great customer experience to drive loyalty.

Your goal is to advocate for our participants, assisting with enrollment questions, application support, general concerns, and account inquiries.

95% of your day is spent in phone conversations requiring patience, kindness, and expertise.

The role is remote, but you must reside in one of the listed states: Alabama, Arkansas, Arizona, Delaware, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Michigan, Mississippi, Missouri, Nebraska, Nevada, New Mexico, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Wisconsin, or Wyoming.

You'll be placed into one of these specialties:

• Application Customer Service Representative (ACSR): Finalize participant applications, ensuring clear communication and adherence to legal requirements.
• Customer Service Representative (CSR): Advocate for participants, assisting with enrollment, application questions, and facilitating Health Reimbursement Accounts (HRA).
• Active Funding Representative (AFR): Support actively employed participants with debit card issues, account questions, and benefits like Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
• Service Operations Administration Resource (SOAR): Provide administrative support to internal teams and participants for enrollments, HRAs, and general inquiries, including outreach and auditing.

Common Responsibilities:

• Listen and assess client needs
• Finalize participant applications
• Track outbound contact attempts and identify trends
• Follow all compliance regulations
• Identify root causes of issues and communicate solutions
• Empathetically assist participants
• Use internal systems to solve problems
• Ensure service levels are met
• Receive coaching to improve performance
• Other duties as assigned

Position Type/Expected Hours of Work:

• Schedules are typically 40-hour work weeks (overtime may be required during peak season) and vary between 8am – 7pm EST (7am – 6pm CST), including some Saturdays.
• AFR role has hours from 8am – 8pm EST (7am – 7pm CST), including some Saturdays.
• Specific requests cannot be guaranteed.

Requirements:

• Technical Proficiency: Manage multiple computer windows, use Microsoft Office, and learn new computer systems
• Read, analyze, and interpret documents, procedures, manuals, and applications
• Complete a paid training program and pass a final test
• High school diploma or equivalent
• Ability to work varying shifts, hours, and days
• Proven success in customer service or consultative sales (preferred)
• Mandatory overtime may be required
• Work-from-home requirements:
• Provided equipment!
• Distraction-free workspace
• Internet (minimum upload: 10 MB/s, download: 100 MB/s)
• Personal smartphone or device for VPN access

Additional Info: WTW is an equal opportunity employer.

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