Customer Service Specialists work primarily on the phone connecting with WEX Fleet customers. They often manage over 75 calls a day. Our teams are available 24/7 to support active accounts, answer account maintenance, online support, and billing questions, along with responding to general inquiries.
Essential Duties:
- Responsible for answering incoming calls and engaging with our customers over the phone
- Customize interactions to the individual customer’s personality and situation (remember our customers are on the move; hold-ups delay their success)
- Meets monthly customer service statistical goals and quality standards within 90 days of the representative’s hire date
- 85% average quality scores
- 90% schedule adherence
- Being the one point of contact for problem-solving
- Utilizing up to 10-15 systems, often multi-tasking with multiple systems on each phone call
- 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 skills
Position Requirements:
- Availability to high-speed internet
- Must have a private workspace
- Willingness to work a flexible schedule that includes weekends, possible holidays and occasional overtime. As long as our customers are there, we’ll be there.
- Familiarity with Google Workspace