Outsourcey

• Emergency Call Handling: Answer inbound customer and Poolsyder calls, emails and texts related to urgent pool issues such as leaks, pump failures, filtration problems, and water quality emergencies. • Customer Enquiries: Answer inbound customer calls, emails and texts related to their regular pool service, such as “what time will my Poolsyder be here?” and “where is my invoice?” • Outgoing call handling: Monitor customer accounts and make outbound calls as required, for example to chase unpaid invoices or provide quotes for jobs identified by Poolsyders, such as skimmer basket changes, seal replacements, etc. Also, make outbound calls to verified potential customer leads. • Poolsyder Communication: Dealing with customer/Poolsyder issues when required, for example advising a customer if a Poolsyder advises they are running late due to weather, traffic or other circumstances. • Rapid Triage & Assessment: Quickly identify issue severity, gather key details, and determine appropriate response level (emergency dispatch vs. scheduled service). • Dispatch Coordination: Coordinate with on-call technicians to assign jobs based on availability, location, and urgency. • Customer Communication: Provide calm, clear, and reassuring guidance to customers experiencing service disruptions or urgent pool problems. • Real-Time Scheduling Support: Update and manage service appointments in dispatch or CRM systems, ensuring accurate routing and timely technician arrival. • Escalation Management: Escalate complex or high-risk issues to senior technicians or operations leads when necessary.

• Manage initial client setup and onboarding within Accelo, ensuring all customer information is accurately entered and maintained • Close out completed customers, projects, and sales opportunities in the CRM system in a timely and organised manner • Monitor and follow up on outstanding quotes, active jobs, and unpaid invoices to support project progression and cash flow • Respond to incoming customer enquiries via phone, email, and website submissions with professional and timely communication • Manage shared administration inboxes and provide administrative coverage when key team members are unavailable • Maintain and update CRM records including job notes, client contacts, site details, and project progress updates • Upload and organise site photos, plans, measurements, and supporting project documentation from TimeTree and other systems • Track quote activity and maintain accurate reporting on quote statuses including won, lost, and pending opportunities

• Provide remote and onsite technical support across all levels (Level I, II, and III) • Take full ownership of support tickets from initial response through resolution • Troubleshoot issues related to workstations, servers, printers, networks, and software applications • Support and manage systems including Microsoft 365, cybersecurity tools, backups, and remote access solutions • Perform server administration tasks (Active Directory, Group Policy, DNS, DHCP, file shares, permissions, etc.) • Configure, maintain, and troubleshoot network infrastructure (firewalls, switches, VPNs, wireless networks, VLANs) • Monitor, test, and validate backup and disaster recovery systems to ensure reliability • Assist with onboarding new clients, including system setup, migrations, and deployments • Coordinate with vendors and third-party providers to resolve technical issues and maintain systems • Maintain accurate and up-to-date documentation for systems, processes, and environments • Follow ticketing standards, ensuring clear notes, updates, troubleshooting steps, and resolution summaries • Identify recurring issues and proactively suggest improvements or long-term solutions • Assist in developing and improving SOPs, workflows, and internal documentation • Handle both basic support tasks (password resets, printer issues, user setup) and advanced engineering tasks • Manage multiple tickets, projects, and priorities simultaneously • Participate in after-hours or emergency support when required • Mentor junior team members and contribute to overall team development

• Respond to customer inquiries via phone, email, and chat in a professional and timely manner. • Troubleshoot customer issues and provide effective solutions. • Maintain accurate records of customer interactions, issues, and resolutions. • Collaborate with internal teams to escalate and resolve complex problems. • Assist customers with order processing, account management, and product/service information. • Identify customer needs and provide recommendations for products or services. • Ensure a high level of customer satisfaction through proactive and empathetic support. • Stay updated on company products, policies, and procedures.

• Product Drawing & CAD Modeling: Translate verbal concepts, rough sketches, and physical prototypes into fully dimensioned, production-ready CAD files (SolidWorks or equivalent) capable of being executed by CNC operators, woodworkers, and fabricators without additional interpretation. • Material Specification & Cut Planning: Specify materials for each design (MDF, hardwood, metal, composites, and other custom materials), produce accurate cut lists, and document all tolerances and joinery methods so that any qualified shop can execute the build without back-and-forth. • Prototype Iteration Support: Revise and update drawings based on physical prototype feedback, making incremental changes as designs evolve from concept through consumer-ready form. • Assembly Documentation: Develop clear, consumer-friendly assembly instructions and diagrams that allow end customers to receive and assemble finished products without frustration or confusion. • Product Visualization & Marketing Assets: Produce short illustrative render videos and 3D visual mock-ups of designs suitable for pre-order campaigns, deposit collection, and customer-facing marketing prior to first production run. • Design Library Management: Maintain an organized, version-controlled archive of all completed and in-progress designs, enabling rapid retrieval and handoff to fabricators, manufacturers, or new team members as the product catalog scales.

• Receive incoming customer work orders via email and accurately enter all order details into the production system. • Route finalized work orders back to the appropriate internal team members so production and fulfillment can proceed without delay. • Conduct outbound email outreach and sales prospecting on behalf of the sales team during periods of low order volume. • Maintain and organize CRM records including contact updates, lead tracking, and pipeline cleanup. • Monitor and manage the sales team's outbound inbox, handling follow-ups, responses, and lead qualification as directed. • Provide general administrative assistance to the sales and operations team as needed.

• Submit accurate insurance claims via SimplePractice, verifying CPT codes, diagnosis codes, payer IDs, and fees prior to submission; monitor claim status on a bi-monthly cadence and process resubmissions, reconsiderations, and appeals as needed. • Generate and send invoices for deductibles, coinsurance, no-show fees, and private pay balances; follow up with patients on outstanding amounts and manage accounts escalated to collections per company policy. • Verify patient benefits including deductibles, coinsurance, and visit limits prior to billing; identify and communicate insurance red flags, ensure required agreements are signed, and track deductible accumulation. • Review EOBs to confirm payment accuracy, match payments to dates of service, and identify discrepancies; reconcile insurance payments against internal records and investigate mismatches or missing payments. • Identify cases where insurance payments are sent directly to patients and initiate follow-up via portal, SMS, or email to collect and apply outstanding payments; escalate unresolved cases as needed. • Maintain Admin Notes in SimplePractice, Trello tracking cards, and internal spreadsheets for audit readiness; manage pre-authorizations, pre-certifications, and auto accident workflows; communicate clearly with patients on coverage, billing responsibilities, and payment expectations.

• Directly manage, coach, and develop a team of Client Services Coordinators (IC Level 1) • Execute within Digible’s defined reporting and performance management structure • Conduct regular 1:1s, performance check-ins, and formal reviews • Own onboarding, ramp plans, and ongoing training for new hires • Foster a positive, inclusive, and accountable team culture • Support career pathing and readiness for growth beyond IC Level 1 • Project manage daily and weekly workflow for DPH support teams • Own task prioritization, workload balancing, and capacity management • Ensure consistent execution of Coordinator responsibilities, including: Campaign reporting and QA, Salesforce and TaskRay documentation accuracy, Client support tasks timeliness and internal follow-ups, Reporting downloads, audits, and documentation • Act as first-line escalation for execution issues, missed deliverables, or quality concerns • Maintain quality control standards across all Account Coordinator output • Partner closely with the VP of Client Services on team performance, engagement, and development • Partner with the Director of Business Operations on process adoption and compliance, tooling usage and enhancements, standardized execution and operational best practices • Serve as a key partner to Client Service Managers, ensuring support teams are fully integrated into the day-to-day needs of their assigned Level 2 and Level 3 counterparts • Reinforce Digible’s service standards, values, and execution expectations across DPH • Monitor and manage team performance against defined KPIs, including: TaskRay efficiency, error rates (e.g., FOOPs), SLA adherence and on-time delivery, accounts per FTE and client utilization expectations • Identify trends in errors, inefficiencies, or workflow breakdowns • Partner with Client Services and Operations leadership to recommend and implement process improvements • Ensure consistent system usage and adherence to documented SOPs

• Own full-cycle accounting (AP/AR, GL, reconciliations, month-end close) • Maintain accurate, audit-ready financial records • Prepare monthly, quarterly, and annual financial statements • Manage cash flow forecasting and financial planning • Develop and enforce financial controls and processes • Monitor business performance, margins, and cost structure • Identify risks, inefficiencies, and financial leakage • Support leadership with budgeting and forecasting • Analyze financial and operational data to drive decision-making • Build and maintain financial dashboards and reports • Track KPIs (revenue, CAC, margins, operating costs, etc.) • Manage all banking relationships and reconciliations • Oversee credit card transaction flows (no cash environment) • Ensure proper payment processing, tracking, and reporting

• Plan, build, and execute paid media strategies across Meta Platforms (Facebook & Instagram) and Google (Search, Display, YouTube), aligned with business goals and KPIs. • Conduct in-depth audience, keyword, and competitor research to identify growth opportunities and inform campaign structure and targeting. • Manage end-to-end campaign setup including account structure, audience segmentation, bidding strategies, placements, and ad formats. • Continuously optimise campaigns through bid adjustments, budget reallocation, audience refinement, and creative testing to improve performance and efficiency. • Analyse campaign performance using tools such as Google Analytics, platform dashboards, and third-party tools to extract actionable insights. • Collaborate with creative and content teams to develop high-performing ad creatives, including copy, static assets, and video variations. • Implement and maintain accurate tracking using pixels, conversion APIs, and tags via tools like Google Tag Manager, ensuring proper attribution and data integrity. • Prepare detailed reports on campaign performance, highlighting trends, insights, and strategic recommendations for internal teams or clients.