• Provide field operations support across communities and execute key projects related to community setup, revenue generation, and customer experience improvements. • Act as a representative of operations and support the successful launch, stabilization, or improvement of assigned communities. • Enhance customer experience through excellent service, supporting resident acquisition and retention, and ensuring community readiness. • Provide hands-on support with day-to-day operations, training on systems and processes, and covering positions as needed. • Serve as a subject matter expert on operational policies and procedures, supporting community teams and central operations. • Assist with troubleshooting, resolving resident concerns, and training on-site teams. • Identify process improvements, support revenue initiatives, and share updates on project status and community performance.

• Provide phone support as primary communication channel, responding to inbound customer inquiries with professionalism and empathy • Respond to customer inquiries across multiple channels including email, chat, and social media • Resolve customer issues or escalate to Technical Support, Accounting Support, Customer Success, and other departments as needed • Develop working knowledge of bookkeeping, tax, and payroll processes to address customer questions accurately • Contribute to documentation, training materials, and process improvements

• Act as the first point of contact for policyholders reporting losses or damages and for those seeking updates on existing claims. • Gather relevant information, such as policy details, incident specifics, and contact information. • Clarify coverage terms and claim status as needed. • Offer clear, empathetic guidance to policyholders on next steps in the claims process. • Explain the required documentation and information needed to process or advance a claim. • Handle incoming calls from policyholders seeking updates on the status of their claims, providing clear, accurate, and empathetic information regarding claim progress, outstanding requirements, and next steps. • Provide timely and accurate status updates to policyholders regarding their claims, including next steps and estimated timelines. • Accurately record all information gathered during the FNOL process in the company's claims management system. • Ensure completeness and accuracy of claim reports and status communications. • Liaise with claims adjusters, appraisers, and other team members to schedule appraisals and relay updates. • Address any concerns or questions the policyholder may have, providing regular follow-ups as needed. • Ensure all FNOL and claim status processes adhere to company policies, industry regulations, and legal requirements. • Provide feedback to management on ways to improve the FNOL and claims communication process for enhanced customer satisfaction and operational efficiency.

• lead and mentor Field Service Engineers • resolve complex escalations quickly • drive improvements in service quality and parts usage • provide leadership and technical expertise to Field Service Engineers • manage all technical escalations within the region • ensure accountability and adherence to procedures across all repair activities