iSTA Solutions

• Answer incoming customer calls professionally and efficiently. • Contact customers to provide updates on service appointments and job progress. • Handle customer enquiries, concerns, and escalations with professionalism. • Source HVAC parts by contacting suppliers and vendors to locate required inventory. • Assist with billing-related administrative tasks. • Maintain accurate customer records within the CRM system. • Support the office with a variety of administrative duties as required. • Work closely with internal teams to ensure excellent customer service and smooth operations.

• Candidate Sourcing: Use job boards, LinkedIn, referrals, and other channels to identify high-quality candidates. • Screening & Interviews: Conduct initial candidate screenings and back-to-back interviews to match talent to client requirements. • Candidate Management: Maintain strong relationships with candidates, providing regular updates and feedback throughout the recruitment process. • Database Management: Keep candidate information accurate and organized in internal systems. • Job Advertising: Write and post compelling job ads to attract suitable candidates. • Collaboration: Work closely with 360-degree recruiters or account managers to ensure alignment with client needs. • Market Research: Stay informed about industry trends to identify and engage with in-demand talent.

• Conduct high-volume outbound calls to prospective customers. • Engage prospects via phone, SMS, and other communication channels where applicable. • Build rapport quickly and confidently manage objections. • Encourage prospects to complete an online financial application. • Accurately capture and update customer information within the CRM. • Maintain detailed notes and follow-up activities. • Meet daily activity and conversion targets. • Work closely with the U.S.-based sales team to ensure smooth handover of qualified applications.

• Lead, coach, and motivate a team of outbound sales agents. • Monitor daily call activity, productivity, and conversion performance. • Conduct regular coaching sessions and performance reviews. • Listen to call recordings and provide actionable feedback. • Ensure agents consistently meet quality and activity standards. • Assist with onboarding and ongoing training of new team members. • Work closely with the U.S. client to communicate performance metrics and operational updates. • Identify coaching opportunities and implement performance improvement plans where required. • Foster a positive, competitive, and results-driven team culture. • Produce reports on team KPIs and conversion metrics.

• Perform daily data entry and maintain accurate records (approx. 2 hours per day, varying based on workload) • Assist with setting up facilities and backend systems ahead of launch • Draft emails, create documents, and follow up on outstanding items • Provide general administrative support, including electronic filing and maintaining organized records • Assist with compiling and capturing data for reports as needed • Support scheduling and calendar coordination • Communicate professionally with internal stakeholders and external contacts • Provide light user support as needed (no prior training or experience required) • Complete other ad hoc administrative tasks as required

• AI Oversight & Quality Assurance: Monitor AI-generated patient communications across multiple channels; review and adjust conversations for accuracy, quality, tone, and professionalism • Tone & Empathy Optimization: Refine AI responses to be clear, conversational, empathetic, and culturally attuned to a U.S. audience — helping actively shape how the AI communicates, not just checking it • Human Intervention & Escalation: Spot errors, inconsistencies, or complex questions; step in on nuanced conversations, gather context, and route critical details to the right team members • Patient Outreach: Send accurate messages, updates, and routine reminders per established workflows • Documentation & Support: Help create and maintain patient-facing support documentation and materials • Systems & Platform Adaptation: Work across Airtable and the client's proprietary in-house application, which is currently mid-migration — expect to operate across both platforms in the near term before the team moves fully onto the native app • Process Improvement & Reporting: Work with internal teams to spot messaging trends, categorize information, and suggest improvements to AI performance and workflow • Compliance & Service Levels: Keep meticulous records of patient interactions in line with healthcare policy, while meeting SLAs — with quality prioritized over raw speed

• Manage the day-to-day operations of multiple USA client accounts in the ABA Therapy Industry. • Lead, coach and support remote agents to achieve performance, productivity and quality targets. • Monitor attendance, adherence, productivity and KPIs, addressing performance concerns proactively. • Conduct regular one-on-one coaching sessions and performance reviews with assigned agents. • Build strong working relationships with assigned clients and serve as their primary operational contact. • Respond to client enquiries, concerns and operational escalations promptly and professionally. • Work closely with the Client Success Manager to ensure a consistent client experience. • Analyse operational data and identify trends, risks and opportunities for improvement. • Prepare and present weekly and monthly operational performance reports. • Coordinate staffing, scheduling and resource planning to meet client requirements and service level agreements. • Collaborate with Recruitment, HR, IT and Operations teams to ensure smooth onboarding and ongoing support for client accounts. • Drive continuous improvement initiatives that enhance both client satisfaction and operational efficiency.

• Manage inbound and outbound calls independently during weekend and after-hours coverage • Coordinate and fill caregiver shifts to ensure continuous client coverage • Communicate professionally with clients, families, and caregivers regarding scheduling needs and changes • Handle last-minute callouts, gaps in coverage, and urgent scheduling changes calmly and efficiently • De-escalate and resolve concerns from unhappy or anxious clients and families with empathy and professionalism • Multitask across multiple calls, systems, and priorities in a fast-paced environment without becoming overwhelmed • Maintain accurate scheduling records and update internal systems accordingly • Escalate complex or unresolved issues appropriately when needed • Deliver exceptional customer service during every single interaction

• Act as the main liaison between families and the clinical team throughout the ABA therapy process • Manage client onboarding, including documentation and insurance authorization processes • Coordinate scheduling for clients and clinical staff using electronic systems • Track and manage all client-related documentation to ensure compliance and quality standards • Collaborate closely with BCBAs, RBTs, and administrative staff to facilitate seamless service delivery • Provide timely and professional updates to families, addressing questions and concerns with empathy • Identify opportunities to improve operational workflows and client experience • Support team performance by assisting with process improvements and communication best practices

• Answer incoming after-hours calls professionally and efficiently. • Resolve client and caregiver queries within the scope of after-hours support. • Respond promptly to messages received through the company's texting platform. • Notify clients of caregiver call-outs and coordinate replacement caregivers when required. • Confirm caregiver schedules 1–2 hours before the start of each shift. • Conduct initial intake calls for prospective clients interested in services. • Accurately document all interactions and update caregiver schedules within the system. • Assist with administrative projects and other after-hours support tasks as needed.