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

Lensa; South Jordan (UT); Remote; USD 35,000 - 50,000; Full time

Job summary

A leading company is seeking a motivated Customer Service Representative for a remote role. This position involves managing customer relationships and providing exceptional service to drive loyalty. You will assist participants with enrollment questions and concerns, ensuring a positive experience. The ideal candidate should possess strong communication skills and be comfortable working in a fast-paced environment. Flexibility in working hours is essential, with schedules typically being 40 hours per week, including potential overtime during peak seasons.

Qualifications

• Flexibility to work varying shifts and hours.
• Successful completion of paid training covering systems and compliance.

Responsibilities

• Assist participants over the phone with patience and empathy.
• Accurately track and report outbound contact attempts.
• Identify the root cause of issues and effectively communicate solutions.

Skills

Customer service

Consultative approach

Communication

Problem-solving

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

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

Lensa is the leading career site for job seekers at every stage of their career. Our client, WTW inc., is seeking professionals. Apply via Lensa today!

Company Description

WTW is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, WTW has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at wtwco.com.

Job Description

WTW has an exciting seasonal opportunity for a motivated Customer Service Representative in its Via Benefits business. This role involves managing customer relationships, working in a high-volume environment, and providing a great customer experience to drive loyalty. Your goal as a Customer Service Representative is to be an advocate for our participants and assist them with enrollment questions, applications, general concerns, and questions about their accounts. You will spend approximately 95% of your day in phone conversations exercising patience, kindness, and expertise.

Although this temporary role is open for remote work, you must be a current resident of Alabama, Arkansas, Arizona, Delaware, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Michigan, Mississippi, Missouri, Nebraska, Nevada, New Mexico, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Wisconsin, or Wyoming to be considered for this role.

When you apply for the Customer Service Representative role, you 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). Additional details are below:

Application Customer Service Representative (ACSR)

• Your goal as an ACSR is to use a consultative approach to finalize the participants' application in a structured process and clearly articulate application verbiage to meet legal requirements.

Customer Service Representative (CSR)

• Your goal as a CSR is to be an advocate for our participants and assist them with enrollment issues, applications, general questions and concerns, and facilitating their Health Reimbursement Accounts (HRA).

Active Funding Representative (AFR)

• Your goal as an AFR is to be an advocate for our actively employed participants and assist them with debit card issues, general questions, and concerns, and facilitate their enrolled funding benefit plans, including Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), and other benefits.

Service Operations Administration Resource (SOAR)

• Your goal as a SOAR representative is to provide administrative support to our internal teams and participants through task assignments supporting enrollments, Health Reimbursement Accounts (HRA), and general issues, including outreach and auditing responsibilities.

Responsibilities

• Listen, assess, and understand client needs and questions using a consultative approach
• Finalize the participant's application through a structured process
• Accurately track and report outbound contact attempts and identify possible trends
• Follow all compliance regulations for service and application inquiries
• Identify the root cause of issues and effectively communicate solutions to participants
• Assist participants over the phone with patience and empathy
• Work effectively across multiple internal systems to resolve problems
• De-escalate concerns with patience and kindness
• Meet internal and external service level expectations in a timely, high-quality manner
• Receive coaching and feedback to improve performance
• Other duties as assigned

Position Type/Expected Hours of Work

Schedules are typically 40 hours per week, with potential overtime during peak seasons. Hours vary between 8am – 7pm EST (7am – 6pm CST), including some Saturdays. For AFR roles, hours are 8am - 8pm EST (7am – 7pm CST), including some Saturdays. Specific schedules cannot be guaranteed but efforts are made to accommodate requests.

Qualifications

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

Work-from-home requirements

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

Additional Information

WTW is committed to equal opportunity employment. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, or disability. Personal information is protected under WTW's Applicant Privacy Notice.