Role Description The Customer Engagement Specialist provides “white glove” support and service to our customers. The Representative will be responsible for handling a variety of calls, chats, and email communication regarding Hotwire Communication’s suite of technology services and products. - Provide technical telephone, IPTV, and Internet support to customers and answer complex questions on function and usage products. - Perform follow-up testing, and/or troubleshooting to assist customers with the most accurate and timely response to their technical support issue(s). - Phone, chat and email contact with customers to make recommendations on Hotwire’s Service and resolve issues. - Resolve customer questions or problems via telephone in areas of system configuration/setup, product functionality, and bugs/enhancements. - Serve as primary support liaison between Hotwire Communications and our residential customers. - Possess thorough knowledge of Hotwire Communications product line and other applications utilized by customers. - Other duties as required or assigned. Qualifications - Ability to speak clearly using grammatically correct English (Other language skills a plus). - Must have a High School Diploma or equivalent. - Must have a minimum of 2 years’ relevant work experience in customer service, telecommunications, or technical support. - Strong communication and organizational skills. - Demonstrate personal excellence including punctuality, integrity and accountability. - Ability to demonstrate sensitivity and compassion. - Ability to work nontraditional schedules/shifts, including evenings, weekends and holidays. - Must have ability to work independently and in a team environment. - A quiet workplace so you can focus on delivering excellent service to our customers. - Must have DSL or high speed internet service with a minimum speed 25 MB/s, preferred upload speed 50 MB/s. - Candidates must provide and meet all technical requirements prior to the first day of training. Benefits - Comprehensive Healthcare/Dental/Vision Plans. - 401K Retirement Plan with Company Match. - Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!). - Paid Volunteer Time. - Paid Parental Leave. - Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service. - Employee Referral Bonuses. - Exclusive Entertainment Discounts/Perks.

• Partnering with business leaders and HR teams to support the design and implementation of OD solutions • Acting as an internal consultant to gather and analyze data for addressing organizational gaps • Supporting organization design initiatives and managing change impacts • Leading small to mid-scale OD projects and facilitating post-implementation reviews and benchmarking • Conducting change impact assessments and creating communication plans to support transitions • Collaborating with cross-functional teams to ensure smooth implementation

• Inbound & outbound customer communication via phone and email, in English and Spanish. • Respond promptly to customer inquiries regarding policies, coverage, and claims. • Contact customers regarding renewals and payment reminders. • Contact carriers to obtain policy information and resolve issues. • Handle inquiries and concerns to ensure customer satisfaction. • Other similar or related tasks.

• Develop, maintain, and optimize ServiceNow reports and dashboards to support customer experience and service performance initiatives • Analyze customer, incident, request, and SLA data to identify trends, risks, and improvement opportunities • Translate data findings into clear, actionable insights and recommendations for business and operational stakeholders • Partner with Customer Experience, Operations, and Technology teams to gather requirements and deliver reporting solutions aligned to business needs • Create and maintain standardized KPIs, metrics, and scorecards to measure customer experience and service outcomes • Ensure accuracy, consistency, and governance of reporting and dashboard data • Communicate insights through effective visualizations, summaries, and presentations for both technical and non-technical audiences • Support continuous improvement efforts by proactively identifying data-driven opportunities