• Provide routine customer service and policy support to agents and carriers by answering questions regarding coverage, rates, billing issues, and general policy reviews • Communicate with agents and carriers via multiple channels (phone, chats, emails) while navigating multiple systems and platforms • Research, resolve, and clearly communicate customer inquiries in accordance with established service standards, escalating issues as appropriate • Maintain a working knowledge of products, services, and promotions • Review and process applications, binders, endorsements, and other documentation required for policy issuance • Complete required forms and documentation and accurately record all customer interactions and transactions in the CRM system • Organize and maintain policy files to ensure proper documentation management • Assist with the creation, documentation, and continuous improvement of processes • Collaborate with team members and cross-functional partners to ensure accurate and timely completion of work

• Provide routine customer service and policy support to agents and carriers • Communicate with agents and carriers via multiple channels (phone, chats, emails) • Research, resolve, and clearly communicate customer inquiries • Maintain a working knowledge of products, services, and promotions • Organize and maintain policy files to ensure proper documentation management

The Patient Support Representative is responsible for providing professional and empathetic support to patients across multiple communication channels including live chat, email, and occasional phone interactions. The role focuses on managing patient enquiries, ensuring accurate information is provided regarding products and services, and coordinating with internal teams to resolve patient requests efficiently. This position plays an important role in maintaining a high standard of patient experience while supporting customer service, sales, and logistics teams through clear communication and accurate documentation. - Manage the live chat line, responding promptly to patient enquiries with professionalism and empathy. - Provide accurate information regarding products, services, and order processes in accordance with approved guidelines. - Triage patient enquiries and escalate to the appropriate internal teams including sales, clinical, or logistics when required. - Follow up with patients to ensure enquiries and requests are resolved in a timely and satisfactory manner. - Maintain clear, professional, and compliant written communication across email, chat, and other support channels. - Support the customer service and sales teams with patient-related administrative tasks using established templates and documentation processes. - Escalate complex patient matters to clinical staff, including nurses or specialist team members where appropriate. - Maintain accurate records of patient interactions within CRM and order management systems. - Assist with reporting and documentation related to patient enquiries and service performance. - Coordinate with logistics and fulfilment teams to ensure timely delivery of patient orders. - Handle patient information confidentially in line with privacy and data protection requirements. - Other position-level duties as they arise. - Certificate or Diploma in Health Administration, Customer Service, or a related discipline. - 1-5+ years’ experience in customer service, patient support, or healthcare administration roles. - Prior experience within healthcare, pharmaceutical, wellness, or natural health organisations preferred. - Experience providing online or live chat-based customer support highly advantageous. - Proficiency using CRM or customer support platforms (HubSpot Help Desk experience highly advantageous). - Competent with Microsoft Office and Google Workspace tools. - Familiarity with order management systems such as CIN7 or Xero (advantageous). - Excellent written English communication skills with the ability to convey information clearly and professionally. - Empathetic, patient-focused communication style with strong interpersonal awareness. - High attention to detail and ability to handle sensitive information with discretion. - Ability to remain calm, professional, and solution-focused in a fast-paced support environment. - Strong organisational skills and ability to manage multiple tasks and enquiries simultaneously. - Collaborative team approach with a proactive mindset. - Interest in natural health, wellness, or patient wellbeing (advantageous). Why Join Twoconnect? We offer more than just a job — we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity:  - Work from home - Mon - Fri: 7:00 AM – 4:00 PM PHT(adjustments will be made for daylight saving time) - HMO with 1 free dependent and medical reimbursements - Government-mandated benefits - Work from home allowances - Opportunities to work with leading companies in Australia and beyond - Training programmes for career development - Engaging company outings, team activities and wellness sessions - Supportive, inclusive culture - Dedicated managers focused on your growth and success Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities. We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable.  Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee. Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team. 🔗 Learn more about us through our official pages: Website: https://twoconnect.com.au/ Careers: https://apply.workable.com/twoconnect-careers/ LinkedIn: https://linkedin.com/company/twoconnectau Facebook: https://www.facebook.com/2woconnect/ Instagram: https://www.instagram.com/twoconnect_/

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This position may be onsite, in Danville, Virginia, or we are also open to a fully remote position based on the candidates location. Position Summary: - Provide superior customer service to all owned customer accounts for our Danville Farm and future farms. - Receive orders from customers via email, EDI, and customer portals, enter orders into ERP system, and confirm with customer in a timely manner. - Identify and resolve customer issues, escalating if necessary. - Work directly with operations and transportation team daily to coordinate product allocations and to ensure customer service levels are achieved; our goal is always to achieve 100% OTIF rate. - Manage the execution of launches, holiday planning, promotions, and customer orders by managing pack out plan of the day, product allocations, customer communication, and price inputs/changes in the ERP. - Be a brand ambassador for AeroFarms and support internal and external events, as needed. - Coordinate and manage the success of samples for Sales, Marketing, and FSQA purposes. - Collaborate with other departments to ensure customer satisfaction. - Work with finance to keep a record of all credits from our customers. - Act as backup for all Customer Experience Representatives and be knowledgeable on all customers. - Cross train to support Transportation group as backup. - Cross train to support the Sales & Marketing Coordinator as backup. - Point of contact for the Customer Care email box, ensuring all inquiries are acknowledged and addressed in a timely manner. - Respond to customer emails with accurate information and solutions, maintaining a professional and friendly tone. - Collaborate with other departments to escalate and resolve complex issues. - Track and report on customer inquiries, trends, and feedback to help improve overall service quality. - Assist in creating and updating FAQs and other support documentation. - Update the Management Business call slide deck weekly and email to those employees who have a need to update. Qualifications - 1-3 years of relevant experience - A Bachelor's degree in Liberal Arts, Business Administration, Supply Chain, or equivalent Requirements - Proficient in using and synthesizing data in Excel - Very strong attention to detail - Must be analytical and a problem solver - Ability to multi-task and work in a fast-paced environment - Working knowledge of ERP and TMS systems (if possible) - Passion, energy, and interpersonal skills to build exceptional customer relationships and share the exciting AeroFarms story - Proficient in Microsoft Office Suite (Excel, Outlook, Word, Teams, etc.) Competencies - Organization - Attention to detail - Problem solving Physical Demands - Minimal travel (1x/qtr) - Ability to be “on call” during off hours (nights & weekends) as needed