Product Specialist - Tier 1

WEX•Charlotte, NC

3d•$17 - $22•Remote

About The Position

This role involves engaging with customers through phone, email, and chat to answer questions, resolve issues, and provide education. You will customize interactions to fit each customer’s needs, meet service quality goals, and navigate multiple systems to deliver efficient solutions. Success in this position requires excellent written and verbal communication, problem-solving skills, and the ability to work effectively in a virtual environment while demonstrating the company’s core values daily.

Requirements

Availability to high speed internet
Must have a private work space
Ability to work between the hours of 8:00AM – 7:00PM EST, Monday – Friday
Experience in a customer service related position, strongly preferred
High volume call experience, strongly preferred
Familiarity with Google Workspace, strongly preferred
Familiarity with a Help Desk Ticketing System, strongly preferred

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