Description
Be the friendly voice that makes a difference.
Do you love solving problems, connecting with people, and being the calm, helpful voice on the other end of the line? We're looking for a Customer Support Specialist to be the first point of contact for our wellness program participants - someone who brings empathy, accuracy, and a genuine desire to help to every call, chat, and email.
If you thrive in a fast-paced environment, take pride in getting the details right, and want to work from the comfort of your own home, this could be your next great fit.
Why This Role Stands Out
100% Remote - work from home, no commute required (reliable home internet needed)
Variety, not monotony - you'll juggle phone, chat, email, and meaningful administrative work, so no two days look the same
Real impact - you'll directly help participants navigate their wellness programs, incentives, and benefits
A voice that's heard - your feedback on trends and recurring issues goes straight to leadership and shapes real process improvements
Room to grow your skills - you'll build expertise across contact center operations, data accuracy, and HIPAA-compliant handling of sensitive information
What You'll Do
As the front line of Customer Support, you will:
Answer a high volume of inbound calls with professionalism, warmth, and efficiency
Help participants with account access, incentives, forms, and program requirements
Support participants through live chat and email, hitting service-level targets
Dig into and resolve concerns, escalating when needed to get things done right
Follow up on voicemails so no one is left waiting
Keep detailed, accurate records of every interaction
Bring your insights to the team - share trends, feedback, and ideas for improvement
Handle every conversation with active listening, empathy, and clear communication
Safeguard participant data with strict HIPAA and confidentiality standards
Behind the scenes, you'll also:
Review, validate, and enter participant information and form submissions
Audit data for accuracy, catching and correcting discrepancies
Reach out to participants when information is missing or incomplete
Partner with Account Management and other internal teams to resolve complex questions
Keep forms processed and audited on schedule - every time
Requirements
2-3 years of contact center experience (healthcare or wellness experience with strong understanding of HIPAA)
Administrative experience preferred (healthcare or wellness experience with strong understanding of HIPAA)
Strong attention to detail with the ability to manage high-volume, accuracy-driven work
Excellent verbal and written communication skills
Proven ability to multitask and prioritize in a fast-paced environment
Demonstrated ability to prioritize tasks and manage time efficiently
Proficient computer skills with the ability to learn new systems and software quickly
Ability to maintain confidentiality and handle sensitive information responsibly (HIPAA Compliance)
Strong problem-solving skills and a service-oriented mindset
Self-motivated, adaptable, and accountable
Why Work With Us?
Wellworks For You empowers our employees to make health and well-being a priority at work and in life. Our employees work in a friendly and supportive culture, and receive a competitive compensation and benefits package including:
Competitive salary
Client retention bonuses
Additional Incentives
Growth opportunities
Comprehensive benefits package - Medical, Dental, Rx, Vision, Life, Disability, Hospital reimbursement plan
401k with per pay employer match
Employee Assistance Program through LifeMatters EAP
Mental health benefits, including access to paid therapy
Paid maternity leave after 12 months
Paid Time Off including time off to volunteer in your community and the day off on your birthday
Casual dress code
Wellness program and teambuilding opportunities with incentives
Milestone anniversary program
Ongoing training and education
Work Environment
Fully remote position - home internet required
Professional office-style environment using standard computer/phone equipment
Primarily desk-based work
Reports To: Senior Manager, Customer Support
Job Type: Full-time, Non-Exempt
Location: Remote, home office based in Malvern, PA
The salary range for this position is $38,000-$40,000 based on skills determined in interview process.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.