Service Coordinator

About the Team/Role:

Our Client Support Services team provides support to our clients, partners and internal team members. As a Service Coordinator you will communicate directly with clients and consultants primarily through incoming phone calls and guide clients through the support process for quick and effective issue resolutions.

The Service Coordinator is responsible for the initial queue servicing of client accounts and their associated consultants through day to day phone priority support that focuses on quick, effective and above and beyond extraordinary customer service and responsiveness.

Who we are: WEX transforms employee benefits experience through innovative technology, simplified benefits administration and empathetic service.

We are committed to providing a positive team member experience that includes professional development, advanced career opportunities, along with excellent benefit and compensation packages. This role is eligible for 100% remote work.

We are excited to be growing and hope that you join us as we make an impact on our clients and communities by administering healthcare benefit accounts through engaging solutions and innovative technology.

We are focused on building a diverse and inclusive workforce. If you are excited about this position we encourage you to apply.

Who you are: You have a desire to grow, learn and make an impact by helping people navigate the often complex world of flexible spending accounts/COBRA. You have strong relationship building skills and a passion for extraordinary customer service. Your verbal and written communication is clear, polished and professional. You have the ability to explain and break down complex ideas with easy to understand instructions. You embrace and recognize opportunities for change.

How You'll Make an Impact:

• Respond to inbound client calls and provide immediate and basic assistance to clients and consultants.

• Troubleshoot basic technical issues and provide solutions in a timely and professional manner

• Answer customer inquiries and provide information on products and services

• Escalate complex issues to the appropriate team for resolution

• Maintain up to date knowledge of company products and services

• Accurately document customer interactions in our CRM system

• Meet or exceed individual and team performance goals.

• Continuously strive to provide above and beyond extraordinary customer service

• Respond to client inquiries in a friendly and professional manner

• De-escalate clients by using strong interpersonal skills and problem-solving techniques

• Meet quality and metrics with emphasis on service culture and extraordinary customer service

  • 95% or above quality scores

  • 82% schedule adherence

  • Under 6 minutes Average Handle time

• Must adhere to security policies

• Ensure privacy according to HIPAA guidelines

• Assist other function area(s) as workload demands

• Ability to thrive in a fast paced setting

• Demonstrate WEX Core Values daily

  • Integrity

  • Innovation

  • Execution

  • Relationships

  • Community

Experience You'll Bring:

• Customer Service

• Understanding HIPAA guidelines

• Problem solving, time management, and attention to detail