Customer Service Representative - Work From Home (Multiple Locations) | 2025

WTW; Richardson (TX); Remote; USD 35,000 - 45,000; Full time

Job summary

A leading global advisory company is seeking a motivated Customer Service Representative for a remote seasonal role. Responsibilities include managing customer relationships and providing excellent service through phone interactions. Applicants must have a distraction-free workspace and meet internet requirements. Flexibility in shifts is essential, and training will be provided.

Qualifications

• Proficiency in managing multiple computer windows and learning new systems.
• Successful completion of paid training covering systems, Medicare, and compliance.

Responsibilities

• Assist participants with enrollment questions and applications over the phone.
• Meet service levels and seek continuous performance improvement.
• De-escalate concerns with patience and kindness.

Skills

Customer Service

Consultative Sales

MS Office

Education

High School Diploma

Job description

Customer Service Representative - Work From Home (Multiple Locations) | 2025

Join to apply for the Customer Service Representative - Work From Home (Multiple Locations) | 2025 role at WTW.

WTW is a leading global advisory, broking, and solutions company with roots dating back to 1828, employing 40,000 people across more than 140 countries. We design solutions to manage risk, optimize benefits, and strengthen institutions and individuals. Learn more at wtwco.com.

Job Description

We have an exciting seasonal opportunity for a motivated Customer Service Representative in our Via Benefits business. This role involves managing customer relationships, working in a high-volume environment, and providing excellent customer service to foster loyalty. Your primary responsibility is to assist participants with enrollment questions, applications, and general concerns, primarily through phone interactions, exercising patience, kindness, and expertise.

This temporary, remote role requires residency in one of the specified states and a distraction-free workspace with reliable internet (minimum 10 MB/s upload, 100 MB/s download). Equipment will be provided.

Specialties

Applicants will be placed in one of five specialties: Application Customer Service Representative (ACSR), Customer Service Representative (CSR), Active Funding Representative (AFR), or Service Operations Administration Resource (SOAR). Each has specific goals and responsibilities detailed below:

• ACSR: Finalize applications using a structured, consultative approach, ensuring legal compliance.
• CSR: Assist participants with enrollment issues, applications, and account questions, including managing Health Reimbursement Accounts (HRA).
• AFR: Support actively employed participants with debit card issues, funding benefits, and accounts like HSA, FSA, etc.
• SOAR: Provide administrative support for enrollments, HRAs, outreach, and auditing.

Responsibilities

• Assess client needs and questions with a consultative approach.
• Finalize applications accurately and report contact attempts.
• Follow compliance regulations and communicate solutions effectively.
• Assist participants empathetically over the phone.
• Use multiple internal systems to resolve issues.
• De-escalate concerns with patience and kindness.
• Meet service levels and seek continuous performance improvement.

Position Details

Work schedule typically involves 40 hours per week, with shifts between 8 am - 7 pm EST, including some Saturdays. Overtime may be required during peak periods. Specific schedules may vary.

Qualifications

• Proficiency in managing multiple computer windows, MS Office, and learning new systems.
• Ability to interpret documents and detailed correspondence.
• Successful completion of paid training covering systems, Medicare, enrollment, HRA, compliance, and application processes.
• High school diploma or equivalent.
• Flexibility to work varying shifts and hours.
• Customer service or consultative sales experience preferred.
• Mandatory overtime may be required.

Work-from-Home Requirements

• Dedicated, distraction-free workspace.
• Own internet with minimum speeds: 10 MB/s upload, 100 MB/s download.
• Personal device capable of VPN authentication.

Additional Information

WTW is committed to diversity and equal opportunity employment. Personal information is protected under our Privacy Notice. Learn more at wtwco.com.