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

WTW•Houston, TX

14h•Hybrid

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 four specialties: Application Customer Service Representative (ACSR), Customer Service Representative (CSR), Active Funding Representative (AFR), or Service Operations Administration Resource (SOAR).

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 a Health Reimbursement Account (HRA), compliance regulations, and application processes
High school diploma or equivalent required
Ability to work varying shifts/hours/days
Mandatory overtime may be required
Distraction-Free Environment - All applicants will be required to have a separate confidential and distraction-free workspace so you can focus on delivering excellent customer service to our participants
Internet - The applicant will secure and be responsible for paying their own internet expenses including a minimum upload speed 10 MB/s, and a minimum download speed 100 MB/s
You will be required to have a personal smart phone or other device able to authenticate to a Virtual Private Network (available via application download).

Nice To Haves

Proven success in customer service and/or consultative sales environment preferred

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