Escalation Specialist

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Our mission, at The Wellness Plan of America, is to provide outstanding customer service for all of our members while improving their health through free services and exclusive member’s only pricing on wellness benefits.

Wellness Plan of America is one of the fastest growing Wellness companies in 2014.
The WPA provides an online Wellness membership which offers access to over 15 separate wellness benefits to members nationwide. Applicants must be willing to work Monday – Friday 9am – 5pm.

Job Description

As the Wellness Plan of America Health Advocate Escalation Specialist, you will be responsible for helping members save time and money by assisting them with the most common health and wellness needs, AND managing Tier 2 type escalation customer service calls. You will support phone calls from Wellness Plan of America (WPA) Customer Service Concierge who are escalating the customer for further handling. We at WPA provide a high-touch experience to drive customer satisfaction. You must be a self-starter and have the ability to act effectively while dealing with a live caller/customer. You must be able to influence and work with peers in other departments including executive management to assist customers in having a positive experience and improve overall customer experience. You will ensure compliance with company policies and procedures and support company mission, values, and standards of ethics.

The ideal candidate will possess the following Skills & Requirements:

• Excellent over the phone customer service skills, retention skills, and de-escalation skills
• Ensure the customer’s voice is heard throughout the escalation process.
• Set correct expectations and drive relief and resolution through effective communication.
• Professional and organized with 1+ years of experience in the customer service field or medical field who hold a High School diploma (at least)
• Ability to work in a fast paced environment handling up to 100 in-bound & out-bound calls per day.
• Strong written, verbal communication and presentation skills
• Able to handle HIGH call volume and excellent organizational skills
• Strong conflict management skills
• Ability to work effectively in high stress situations
• Outstanding work ethic and team work
• Strong Computer & Typing skills
• Proficient with Microsoft outlook and Data Entry
• MUST BE A SELF STARTER! (Motivated, takes pride in the work completed, and takes initiative)

Minimum Qualifications:
• Associates OR Bachelor’s degree
• 2+ years experience in a Customer Service Center environment
• 1+ years escalation call experience
Special Instructions
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Wellness Plan Of America
700 West Hillsboro Boulevard 105
Deerfield Beach, FL 33441
(954) 281-5828
Hours of operation
  • Mon: 9:00 a.m. - 5 p.m.
  • Tue: 9:00 a.m. - 5 p.m.
  • Wed: 9:00 a.m. - 5 p.m.
  • Thu: 9:00 a.m. - 5 p.m.
  • Fri: 9:00 a.m. - 5 p.m.
  • Sat: Closed
  • Sun: Closed