Group O

Role Description Group O is seeking a Call Center Benefits Representative responsible for efficient and courteous responses to customer questions concerning their employee benefits. As a Call Center Employee Benefits Representative, you will be the primary point of contact for State of Texas employees and retirees seeking information and assistance regarding their workplace benefits packages. Your role is essential in providing timely and accurate guidance regarding their health insurance, retirement plans, paid time off, and other employee benefits. You will manage inquiries, resolve issues, and ensure that employees have a clear understanding of their benefits options and coverage. The ideal candidate for this role possesses strong customer service orientation, knowledge of benefits administration, and effective communication skills. Qualifications - High School Diploma - 3 years’ experience in a customer service or call center role (Preferably in benefits administration or human resources) - Windows based computer experience - Experience working with medical insurance and HIPPA guidelines (preferred) - Knowledge of employee benefits terminology, regulations, and industry trends - Strong verbal communication skills, with the ability to convey complex information clearly and effectively - Ability to type at least forty words per minute - Excellent people skills and a customer-focused attitude, with a commitment to delivering high-quality service - Proficiency in using computer systems, databases, and software applications for data entry, documentation, and research purposes - Ability to multitask, prioritize workload, and manage time effectively in a demanding environment - Demonstrated problem-solving abilities and diligence when resolving employee inquiries or issues Requirements - Serve as a knowledgeable resource for employees and retirees, offering guidance on various aspects of their benefits packages, including eligibility requirements, coverage options, enrollment procedures, and plan details - Respond to incoming calls from employees regarding benefits-related questions, concerns, or requests for assistance - Assist employees with navigating the benefits enrollment process - Investigate and resolve employee inquiries or issues related to benefits discrepancies, claim denials, billing errors, or other concerns - Maintain accurate records of all interactions with employees - Conduct employee training sessions or workshops to educate staff members on new benefits offerings - Strive to deliver exceptional customer service experiences to employees - Identify opportunities to streamline processes, enhance service quality, and improve the overall employee experience Benefits - Medical, Dental, Vision, and Life Insurance - Flexible Spending Accounts (Medical and Dependent Care) - 401(k) Plan with Company Match - Generous Paid Time Off - 10.5 Paid Holidays - Career Development Opportunities

• Help develop growth marketing strategies for our genre-based live TV and streaming packages from the ground up using customer insights, performance data, competitive intelligence, and market trends. • Analyze campaign performance and identify opportunities to improve acquisition, efficiency, and overall business results. • Conduct competitive analysis and synthesize findings into actionable recommendations. • Partner closely with cross-functional teams, including Media, Product Marketing, Digital (.com), Partner Marketing, Social, Analytics, and Product to bring campaigns to life. • Build presentations, recommendations, and strategic narratives for stakeholders and leadership. • Execute campaigns and partnerships from conception to delivery. • Monitor campaign performance and proactively recommend optimizations based on learnings. • Help coordinate marketing initiatives across multiple workstreams while keeping projects moving on schedule. • Understanding of the Connected TV ecosystem, including OEMs and streaming platforms, and how these partners influence customer acquisition, content discovery, merchandising, and growth marketing opportunities. • Roll up your sleeves to support the team wherever needed, whether developing strategy, analyzing data, building presentations, or helping drive execution to keep initiatives moving forward.

• Own our clients' customer identity, authentication, registration, and onboarding experience for free streaming. • Responsible for the critical first-touch customer journey—from account creation and login through activation and engagement within the free-streaming experience. • Define and execute the product vision, strategy, and roadmap for Identity & Authentication and the free streaming platform. • Balance customer needs, business objectives, technical constraints, and delivery timelines when prioritizing initiatives. • Identify opportunities to improve acquisition, activation, conversion, authentication success, and customer retention. • Champion customer-centric decision-making while aligning product investments with organizational goals. • Drive product strategy and roadmap decisions focused on reducing customer friction and improving activation, engagement, and conversion outcomes. • Partner with engineering and design teams to streamline onboarding experiences and reduce barriers to account creation and content access. • Develop and maintain KPI frameworks for identity and onboarding experiences, including Authentication Success Rate, Account Creation Completion, Onboarding Funnel Conversion, Activation Rate, Subscriber Conversion, and Customer Retention Metrics. • Benchmark DIRECTV experiences against industry leaders and identify opportunities for differentiation. • Use quantitative and qualitative insights to drive continuous product improvement and prioritization decisions.

• Provides technical/functional expertise in identifying, evaluating, and developing financial systems • Develops solutions to financial systems issues and works with systems design to implement new features • Ensures financial modules operate effectively and efficiently • Manages process improvement, productivity, methodology, and standards • Can be responsible for day-to-day work prioritization, scheduling, and resource allocations of a team • Ensures that client needs are met, priority processing and projects are completed on time

• Perform installations, routine maintenance, and emergency repairs at client locations. • Troubleshoot hardware, software, and mechanical/electrical issues to identify root causes. • Determine necessary parts, repairs and maintenance to resolve machine problems. • Collaborate with the Service Coordinator to provide timely parts quotations and service estimates. • Build positive relationships with external and internal customers, explain repairs, and teach clients how to properly use and care for their equipment. • Proactively review machine documentation prior to deployment to properly plan necessary tools, software and necessary resources. • Submit accurate service reports and track use of stock parts correctly. • Collaborate with packaging sales representatives to test packaging materials and recommend machine settings that optimize materials usage/performance at customer facilities. • Complete OEM training as required. • Follow all OSHA standards, machine safety documentation, client and company safety protocols.

Role Description The Technical Project Manager is responsible for interpreting business requirements and translating them into Decisioning solutions. This includes: - Intake Decisioning requirements from various business units and translate them into decisioning logic used to present relevant and eligible offers to customers. - Testing changes to decisioning logic/strategy and interfacing with various development teams regarding requirements and defect fixes. - In-depth knowledge of PEGA 23 or greater (25) CDH Decisioning capabilities, business strategy, customer/agent experiences, products/offers, and IT systems. - Translating the business's vision into thorough business requirements while managing project scope/deliverables end-to-end. - Acting as the 'business stakeholder' on behalf of the stakeholders when working with IT. Qualifications - Bachelor’s degree in computer science, information systems, data science, or other technical area. - 5+ years of Marketing Technology or related, relevant Technical experience. - Experience or strong knowledge of Pega CDH. - Experience with Retail or Call Center CRM systems (e.g., Oracle, Salesforce, Clarify). - Experience in Agile methodology. - Experience in creating and documenting business requirements. - Experience working with cross-functional teams within Marketing, Sales, Customer Care, Finance, IT, etc. Requirements - In-depth understanding of PEGA Decisioning and Prediction studio. - In-depth understanding of IT (Agile and Waterfall methodologies). - Ability to write business requirements. - Strong oral and written communication skills. - Ability to influence and manage, facilitate, and lead a project/team. - Knowledge of business structures/stakeholder analysis. - Self-starter, organized, flexible/adaptable, and detail-oriented. - Strong problem-solving and analytical skills, including qualitative and quantitative skill set. - Familiarity with marketing databases, digital, and orchestration technologies (e.g., Adobe, Pega, Unica). - Familiarity with SQL, SAS, or similar data analysis language. - Familiarity with software like JIRA & ServiceNow. - Some proficiency reading and understanding XML transactions. - Demonstrated ability to analyze complex issues and design appropriate solutions. - Ability to manage heavy workload, accommodate change, and adapt accordingly. - Excellent communication skills, including the ability to tailor communication to the audience. - Proficiency in standard MS Office applications, specifically MS PowerPoint. Benefits - Compensation: $50.00 - $64.00 / hour. - Employment Type: Temporary. - Location: Remote - United States. - Travel: Occasional up to 5%.

• Receive incoming calls from customers seeking assistance with inquiries, orders, product information, billing questions, account maintenance, or technical support. Provide prompt, courteous, and accurate responses to meet their needs. • Listen actively to customer concerns, identify the root cause of their issues, and work diligently to resolve problems to the customer's satisfaction. Utilize available resources, tools, and knowledge bases to troubleshoot and address inquiries effectively. • Build rapport and establish positive relationships with customers by demonstrating empathy, patience, and professionalism in all interactions. Tailor responses to meet the unique needs and preferences of each customer. • Maintain a thorough understanding of the company's products, services, features, pricing, and promotions. Continuously update knowledge through training sessions, documentation review, and communication with internal teams. • Assist customers with placing orders, processing returns or exchanges, tracking shipments, and managing account information. Follow established procedures for order entry, verification, and fulfillment to ensure accuracy and efficiency. • Accurately record all customer interactions, inquiries, and resolutions in the appropriate systems or databases. Generate reports or summaries as required to track performance metrics, trends, and customer feedback. • Collaborate with other departments, such as sales, marketing, and technical support, to address customer inquiries that require specialized expertise or escalation. Communicate effectively with team members to coordinate efforts and provide seamless support to customers. • Proactively identify opportunities to enhance processes, procedures, and service delivery methods to improve the overall customer experience. Provide feedback and suggestions for optimizing workflows, tools, or training programs.

Role Description Group O is seeking a Bilingual (English/Spanish) Call Center Customer Service Representative responsible for efficient and courteous responses to customer questions and concerns. As a Bilingual Call Center Customer Service Representative, you will play a vital role in delivering exceptional customer service experiences to individuals who contact our organization on behalf of our clients for assistance. - Receive incoming calls from customers seeking assistance with inquiries, orders, product information, billing questions, account maintenance, or technical support. - Provide prompt, courteous, and accurate responses to meet customer needs. - Listen actively to customer concerns, identify the root cause of their issues, and work diligently to resolve problems to the customer's satisfaction. - Utilize available resources, tools, and knowledge bases to troubleshoot and address inquiries effectively. - Build rapport and establish positive relationships with customers by demonstrating empathy, patience, and professionalism. - Maintain a thorough understanding of the company's products, services, features, pricing, and promotions. - Assist customers with placing orders, processing returns or exchanges, tracking shipments, and managing account information. - Accurately record all customer interactions, inquiries, and resolutions in the appropriate systems or databases. - Collaborate with other departments to address customer inquiries that require specialized expertise or escalation. - Proactively identify opportunities to enhance processes, procedures, and service delivery methods to improve the overall customer experience. Qualifications - High School Diploma - Basic customer service and phone handling experience. - Strong verbal communication skills, with the ability to convey information clearly, concisely, and professionally. - Active listening skills and the ability to empathize with customers while remaining calm and composed under pressure. - Excellent problem-solving abilities and a willingness to take ownership of customer issues until a resolution is achieved. - Familiarity with basic computer applications and proficiency in typing and data entry. - Adaptability to work in a demanding environment with shifting priorities and a diverse customer base. - Commitment to maintaining confidentiality, integrity, and professionalism in handling customer interactions and sensitive information. Requirements - Ability to work a set schedule with the flexibility to work extra hours or a modified work schedule to meet business needs. Benefits - Medical, Dental, Vision, and Life Insurance - Flexible Spending Accounts (Medical and Dependent Care) - 401(k) Plan with Company Match - Generous Paid Time Off - 10.5 Paid Holidays - Career Development Opportunities

• Serve as the primary POC for internal stakeholders and external agency partners for specified projects, fostering strong cross-functional relationships across various stakeholders to align creative strategy with business objectives and KPIs while setting realistic expectations, ensuring clear communication and accountability • Manage end-to-end current customer creative campaigns, including: • Analyze briefs and determine creative tactic requirements to kickoff agency • Ensure agency adherence to briefs and expectations • Create, manage, and approve project schedules, ensuring necessary timing requirements • Review/approve creative designs and messaging • Articulate well-reasoned creative options during reviews • Lead creative presentations to senior leadership with a key understanding of campaign objectives • Consolidate and communicate feedback to agencies • Ensure quality control throughout the project lifecycle, serving as the final QC point person • Oversee final delivery within budget and specifications • Maintain project documentation: • Archive campaigns and track historical data • Monitor rights expirations and renewals • Document and communicate post-campaign learnings • Manage individual project budgets established by SOWs while proactively resolving campaign issues and identifying and implementing process improvements and best practices to ensure projects are delivered on time and on budget

• Deliver revenue growth aligned with the category strategies and profit objectives of the company. • Identify & sell to Large Enterprises looking to drive better outcomes. • Recommend sales strategies for improvement based on market research and competitor analysis. • Generate business opportunities through professional, dedicated prospecting and lead generation. • Orchestrate discussions with senior executives about their business needs. • Lead negotiations on Client contracts, terms, and conditions to ensure proper protections are in place. • Drive prospects through to contract award, including proposal presentation and successful implementation of the solution with clients. • Build, deepen and maintain high level contacts with current and prospective business partners to increase market penetration and brand recognition. • Develop a pipeline of viable opportunities that exceeds sales quotas and keep abreast of prospects. • Own the sales cycle – from lead generation to closure including proposals, scoping, pricing, and contract negotiations. • Ensure 100% customer satisfaction and retention together with the Account Management and Operations Teams. • Meet or exceed quarterly and annual revenue targets. • Accurately forecast new lead generation and report sales cycle progress throughout CRM tools on a weekly basis. • Create, and maintain customer business plans that lay out the strategy, objectives, and tactics to achieve success with a customer. • Work cross functionally within the company to ensure that the organization is aligned to the customer strategy. • Function as business and sales spokesperson as appropriate in customer, industry, and business environments. • Own the customer relationship both internally and externally, including understanding the Profit & Loss for the account, ensuring collection of outstanding Accounts Receivable, managing customer issues related to product or services, etc. • Oversee and participate in special projects as needed.