Customer Service Associate supporting internal and external clients in Mexico. Collaborating with Sales, Plant, and Logistics teams to ensure order processing and timely deliveries.
About the role
- Client Support Specialist providing support through various channels at Wellhub. Resolving technical issues and ensuring client satisfaction in a hybrid role in Texas.
Responsibilities
- Provide client support across multiple channels (email, chat and phone).
- Resolve complex technical issues for clients, including billing, employee eligibility, and general account questions.
- Operate within Wellhub's quality, productivity and operational indicators.
- Adhere to knowledge bases and processes according to the contract reasons.
- Meet Wellhub's quality standards and SLA's for first reply and resolution times.
- Immediately escalate critical cases and/or those with SLA's breached by supporting teams to leadership.
- Systematically gather and synthesize client feedback to identify trends, contribute to product/service enhancements, and inform strategic business decisions.
- Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life wellness.
Requirements
- High School or Technical School completed. A degree is a plus.
- Knowledge with CRM's (e.g Zendesk, Salesforce).
- Previous experience with CS in a multi-channel (email, chat, and phone).
- Excellent grammar and computer skills.
- Knowledge of Google Workspace is a plus.
Benefits
- Free Gold-level membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more! Add up to three family members to your plan, ensuring access to wellness for those who matter most to you.
- Health, dental, and vision insurance. Access to telehealth, care concierge, and an Employee Assistance Program.
- Plan for your future with 401(k) match, short-term and long-term disability, and life insurance.
- As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you. The model for this specific role can be discussed with your recruiter and hiring manager. We offer all employees a one-time reimbursement to set up their home office equipment and a monthly work allowance to help cover the costs of working from home.
- We know how important it is to take time away from work to recharge. Employees receive a minimum of 25 days PTO per year with an additional day for each year of tenure (up to 5) in addition to annual holidays (including an extra holiday on your birthday!)
- Welcoming a new child is one of the most special moments in your life. Take the time to be present and enjoy your growing family. We offer up to 12 weeks 100% paid parental leave to all new parents. For parents giving birth, we offer up to 18 weeks paid leave and a ramp-back period to return part-time while you get settled.
- Access world-class platforms, participate in interactive sessions, build your personalized development roadmap, and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward personal and professional success.
- You’ll join a team of passionate people who come together to break boundaries, support each other, and create a meaningful impact in workplace wellness. We win together, building trust through open communication and a culture where every perspective matters.
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