Product Specialist - Tier 1

About the team/role:

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.

How you'll make an impact:

• 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

Experience you'll bring:

• 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 

Preferred qualifications:

• Experience in a customer service related position 

• High volume call experience 

• Familiarity with Google Workspace

• Familiarity with a Help Desk Ticketing System 

The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include 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. For more information, check out the "About Us" section.Pay Range: $16.00 - $21.00