Customer Service Support 3
Summary of Responsibilities
- Respond primarily to inbound calls and, when needed, initiate outbound calls to resolve customer service inquiries.
- Inputs standard consumer’s requests into Company systems.
- Analyze biller and aggregator trends in cases to proactively identify trends to be addressed
- Proactively meet with management to help identify any issues on the floor that need to be addressed with recommendations
- Assist in training new and current employees on procedures
- Lead and communicate with team as the subject matter expert in situations where the standing supervisor is unavailable, especially in regards to case escalation questions.
- Obtain input and involve team members regularly; listen to feedback; mentor
- Monitor and resolve employee case escalations that originate from the Customer Support I & II teams
Minimum Requirements:
- An education level of at least a high school diploma or GED and equivalent years of work experience
- Preferred; not required 1-2 years of experience in payment processing or call center environment
- Ability to prioritize work and multi-task without error
- Ability to work independently and collaboratively, share information, and effectively communicate with team members and management.
- Demonstrate analytical and problem-solving abilities while possessing a mindset of accuracy and attention to detail.
- Ability to prioritize work and multi-task without errors, perform self-checks and peer quality checks.
- Ability to perform detailed research, resolve issues, close them out and follow up
- Basic familiarity with computers and computer software.
- Ability to navigate multiple data entry systems and other relevant applications, including the ability to use mainframe and common PC based software packages including MS Access, Excel, Word, and PowerPoint.
- Must demonstrate an enthusiastic approach to customer service.
- Ability to probe, assess customer needs, and appropriately resolve issues.
- Must display exceptional comprehension and written communication skills.
- Ability to adapt to a regularly changing environment and flexibility with scheduling.
- Must demonstrate reliable and dependable behavior such as the ability to follow a scheduled shift with little to no attendance issues.
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.
Salary Pay Range: $14.00 - $23.00