Solution Specialist

About the Team/Role 

The Solution Specialist responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action. Documents customer information and recurring technical issues to support product quality programs and product development. 

How you'll make an impact

• Ensure privacy according to HIPAA guidelines

• Maintain knowledge in function area(s) 

• Serve as a knowledgeable contact for the day to day needs through phone, email and system tools relative to client account and consultants for our products, system capabilities, and processes  

• Ability to identify trends to improve client resolution experience 

• Ability to produce ideas and solutions to client experience 

• Maintain expected quality and performance metrics

• Ability to adapt messaging to clients through a variety of communication mediums

• Responsible for driving customer satisfaction by solving cases 

• Maintain positive attitude towards clients and coworkers 

• Responsible for recognizing and defusing client discrepancies 

• Responsible for fielding and ensuring requests made by consultant, broker and employer are resolved in a timely manner according to service level standards, including system updates where applicable 

• Formally document all communications with client/consultant in company systems to ensure availability of client information for continuity of client history 

• Attend team and other necessary meetings to remain current on client initiatives, internal processes, and operations that may affect client accounts or the client experience

• Attend regularly scheduled one on one meetings with direct supervisor for professional development and goal setting 

• Serve as a resource and voice of the customer 

• Collaborate with a variety of departments to ensure a positive customer experience, by sharing knowledge, proposing ideas and implementing a solution for creating efficiencies and improving processes

• Maintain detailed knowledge of product lines and system functionality 

• Ability to thrive in a fast-paced setting while maintaining organizational skills

• Participate in ongoing learning and development opportunities  

• Recommend process changes and administrative procedure updates 

• Assist with special projects

• Assist other function area(s) as workload demands

• Demonstrate the WEX Core Values daily

Experience you'll bring 

• High School Diploma/GED
• Customer Service

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.Pay Range: $17.00 - $22.00