Customer Service Representative - Work From Home (Multiple Locations) | 2026

WTW•Houston, TX

1d•Remote

About The Position

WTW has an exciting 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 as a Customer Service Representative is to be an advocate for our participants and assist them with enrollment questions, applications, general concerns and questions about their accounts. You will spend approximately 95% of your day in phone conversations exercising patience, kindness, and expertise. Although this temporary role is open for remote work, you must be a current resident of Alabama, Arkansas, Arizona, Delaware, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maryland, Michigan, Mississippi, Missouri, Nebraska, Nevada, New Mexico, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, West Virginia, Wisconsin, or Wyoming to be considered for this role. Customer Service Representatives will start at $16.50/hr. and will be eligible for OT when required during peak season. In addition to a remote work opportunity (eligibility requirements to work from home must be met), you are eligible for the WTW 401(k) Savings Plan, the Employee Assistance Program (EAP), the Commuter Accounts program and any other benefits required by law. When you apply for the Customer Service Representative role, you will be placed in one of five specialties: Application Customer Service Representative (ACSR), Customer Service Representative (CSR), Active Funding Representative (AFR), Service Operations Administration Resource (SOAR), or Enrollment Support Representative (ESR). Additional details are below: Application Customer Service Representative (ACSR) Your goal as an ACSR is to use a consultative approach to finalize the participants' application in a structured process and clearly articulate application verbiage to meet legal requirements. Customer Service Representative (CSR) Your goal as a CSR is to be an advocate for our retired participants and assist them with pre- and post-enrollment questions, general questions and concerns, and facilitating their Health Reimbursement Accounts (HRA). Active Funding Representative (AFR) Your goal as an AFR is to be an advocate for our actively employed participants and assist them with debit card issues, general questions, concerns, and facilitate their spending accounts including but not limited to Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), Commuter and other available benefits. Service Operations Administration Resource (SOAR) Your goal as a SOAR representative is to provide administrative support to our internal teams and our participants through task assignments supporting enrollments, Health Reimbursement Accounts (HRA), and general issues, including outreach and auditing responsibilities. Enrollment Support Representative (ESR) Your goal as an Enrollment Support Representative is to use a consultative approach to assist unknown and unauthenticated callers. The Enrollment Support Representative will be responsible for finding existing records and assisting participants appropriately and/or creating initial records for new participants and assist as needed. This includes answering Referral/Discover Via Benefits/Access calls, providing guidance on upcoming retirement/enrollment questions, providing next steps for enrollment preparation, scheduling enrollment appointments, and more. All specialties have common responsibilities and requirements.

Requirements

Technical proficiency: the ability to manage multiple open computer windows, use Microsoft Office, and learn new computer systems.
Ability to read, analyze, and interpret documents and detailed correspondence, procedure manuals, and applications.
Must be able to complete a paid intensive training program and pass a final test; training covers computer systems, Medicare, enrollment, fundamentals of applicable spending accounts, compliance regulations, and application processes
High school diploma or equivalent required
Ability to work varying shifts/hours/days
Proven success in customer service and/or consultative sales environment preferred
Mandatory overtime may be required
Other duties as assigned
All applicants must have a dedicated, confidential, distraction‑free workspace.
Minimum download speed: 100 Mbps
Minimum upload speed: 10 Mbps
A Wired Ethernet connection that meets upload and download speed requirements as noted above.
A personal smart phone or other device capable of downloading authentication apps for secure VPN access.
The ability to work assigned shift times, including scheduled breaks and lunches.

Nice To Haves

Proven success in customer service and/or consultative sales environment

Responsibilities

Listen, assess, and understand client needs and questions using a consultative approach
Finalize the participant's application through a structured process
Accurately track and report outbound contact attempts and identify possible trends
Follow all compliance regulations for service and application inquiries
Identify the root cause of issues and effectively communicate solutions to participants
Effectively and empathetically assists participants over the phone
Works effectively in multiple internal systems to solve problems
Show patience and kindness to deescalate concerned callers
Ensure internal and external service levels are met in a timely and high-quality manner
Receive direction and coaching to improve performance
Other duties as assigned