Role Description Als Werkstudent (m/w/d) im IT-Consulting bist du ein fester Teil unseres Beratungsteams und erhältst spannende Einblicke in den Alltag einer Unternehmensberatung mit Schwerpunkt Kundenservice. - Operative Unterstützung im Tagesgeschäft - Du dokumentierst Prozesse im Kundenservice, analysierst Abläufe und hilfst aktiv bei deren Optimierung. - Mitwirkung bei Workshops und Kundenterminen - Du bereitest Präsentationen, Demo-Szenarien und Best-Practice-Beispiele vor und unterstützt das Team bei Kund:innenmeetings und Workshops. - Aufbau von Prozessverständnis - Du vertiefst dein Wissen zu Abläufen im Kundenservice und lernst, wie diese in IT-Systeme eingebunden werden. - Optimierung interner Abläufe - Du wirkst mit an der kontinuierlichen Verbesserung unserer internen Prozesse innerhalb der SEC. - Fachliche Recherche und Aufbereitung - Du recherchierst relevante Themen rund um den Kundenservice und bereitest Erkenntnisse speziell zu SAP, Salesforce und ServiceNow auf. Qualifications - Du studierst aktuell (Bachelor/Master) in Betriebswirtschaft, (Wirtschafts-)Informatik, (Wirtschafts-)Ingenieurwesen oder in einem verwandten Studiengang. - Erste praktische Erfahrungen mit IT-Systemen wie SAP, Salesforce oder ServiceNow sind von Vorteil. - Du löst gern anspruchsvolle Fragestellungen und verfügst über ausgeprägte analytische Fähigkeiten. - Du interessierst dich sehr für IT und dafür, technische Lösungen zur Bearbeitung von Kundenanfragen einzusetzen. - Du arbeitest proaktiv und eigenständig und zeichnest dich durch eine schnelle Auffassungsgabe aus. - Hohe Eigenmotivation, große Lernbereitschaft und Freude an neuen Herausforderungen gehören zu deinen Stärken. - Du verfügst über sehr gute Deutsch- und Englischkenntnisse in Wort und Schrift. Benefits - Mentoring durch einen Senior Consultant - Ein erfahrener Consultant begleitet Dich fachlich und methodisch, um Dich optimal auf Deinen Einstieg im IT-Consulting vorzubereiten. - Fachübergreifender Austausch - Du erhältst wertvolle Einblicke in verschiedene Geschäftsbereiche und kannst so ein breites Wissen aufbauen. - Attraktive Vergütung und die Möglichkeit, Dein Wissen stetig weiterzuentwickeln. - Möglichkeit zum mobilen Arbeiten (Homeoffice), um Deine Arbeit flexibel zu gestalten. - Flexible Arbeitszeiten und individuelle Weiterbildungsmöglichkeiten, die sich an Deinen Bedürfnissen orientieren. - Firmeninterne Events und freiwillige After-Work-Veranstaltungen für den Austausch im Team. - Dein Einstieg ins Berufsleben - Wir bieten Dir die Möglichkeit, Deine Abschlussarbeit bei uns zu schreiben und nach erfolgreichem Abschluss direkt als Teil unseres Teams einzusteigen. Company Description Das Team von SEC brennt für innovative Lösungen im Kundenservice. Wir begleiten und unterstützen unsere Kunden bei der Transformation hin zum Service Enterprise. - Unser Anspruch an uns selbst ist immer ein ganzheitlicher und lösungsoffener Beratungsansatz. - Wir überwinden Grenzen, brechen Silos auf und bieten eine End-to-End Consulting Experience. - Wir setzen auf Technologie der Marktführer SAP, Salesforce und ServiceNow. - Wir legen größten Wert auf die Qualität und Nachhaltigkeit unserer Lösungen. - Der Mehrwert für unsere Kunden steht für uns an erster Stelle. - Ihre Zufriedenheit ist unsere höchste Auszeichnung und unser wichtigster Antrieb.

• Under the supervision of the Team Leader, the Customer Relations Advisor promotes the image of client companies and builds customer loyalty through the quality and relevance of the responses provided • Handle front-office and back-office tasks • Contribute to improving service quality • Manage incoming and outgoing calls • Identify the purpose of the call • Respond to customer requests in accordance with established procedures • Follow instructions and adhere to internal processes • Contribute to the continuous improvement of customer service • Daily use of AI to personalize responses to customers

Role Description We are seeking an experienced Member Services Associate who is energetic, enthusiastic, and hardworking to join our growing team. The Associate will report to the Manager of the Member Services Team. The right candidate will bring a history of luxury hospitality customer service, be flexible, attentive, and strategic, adapting to ever-shifting situations at a moment's notice. They will be able to anticipate the needs of guests and potential reservation issues before they arise. This role serves as the prestigious central nexus for all our esteemed call inquiries. Thorough and fastidious with the ability to constantly grow, improve, and expand their skill set, the Member Services Associate is responsible for all aspects of a pleasant and memorable client experience. Responsibilities & Expectations - Address all incoming reservation correspondences received via phone call, text message, and email. - Reservation coordination for multiple locations: approving reservations, updating reservations, cancelling reservations, etc. - Arranging ground transportation as needed based on reservation requests. - Coordination of food and/or amenity requests in collaboration with all relevant departments. - Assisting with all general inquiries received via phone call and email such as but not limited to: Membership rates, PS services, general questions, etc. - Able to proficiently use Microsoft Office and learn CRM Dynamics platforms. - Must possess both excellent written and verbal communication skills driven by luxury hospitality. - Experience working in a team environment – team player. - Ability to work in a dynamic fast-paced environment and be part of a growing business. - Must feel comfortable servicing high-net worth clientele. - Strong attention to detail. - Able to prioritize and switch from task to task quickly. - Able to problem solve. - Answering reservation calls, sales & customer service inquiries. Requirements - This will be a full-remote role working with our Member Service Team located in various states spanning across the West and East Coast. - Must have access to a quiet work environment with no background noise or distractions. - 2-3 years of experience in a luxury customer service/hospitality related field required. - Experience in a customer service, airline and/or hospitality industry related leadership role preferred. - Experience working with high end clients in a luxury hospitality setting required. - Spanish speaker preferred. - Minimum education requirement of High school Diploma/GED. - Pass a pre-employment drug screening + background check. - Collection of SSN as part of the background check process will be required. - Must be authorized to work in the United States. - Scheduling flexibility is required. PS is a 24-hour facility and as such we require fully open schedule availability and flexibility for all positions within our operations departments, including weekends, holidays, and early morning/late evening shifts. Benefits - Employee benefits include medical, dental, vision, life insurance, long-term and short-term disability. - 401K retirement plan with company matching. - Health and Dependent care FSA and HSA with company matching. - Merit-based raises and bonuses. - 12 PTO Days / 6 Paid Sick Days Prorated Annually. - Monthly health & wellness and cell phone reimbursement. - Parental benefits 100% paid up to 6 weeks. - Friends & Family Discounted PS Use. - Tuition Reimbursement. - Paid training. - A great career path with promotion opportunities. - Compensation $23.75 - $27/hour (dependent on experience and geographic location). Overtime opportunities available. This is a non-exempt full-time role.

Role Description We are looking for a detail‑oriented and process‑driven Senior Reliance Care Associate to strengthen the quality and effectiveness of our customer support operations across phone, chat, and email. The ideal candidate will bring strong experience in quality assurance, customer service excellence, and support‑tool optimization, with a passion for improving both team performance and the customer experience. This role is perfect for someone who is both analytical and collaborative, thrives in a fast‑paced environment, and is committed to driving continuous improvement across support teams and systems. - Quality Assurance - Check the quality of customer conversations across phone, chat, and email to ensure they meet our standards. - Create and use scorecards to measure team members' performance. - Run regular checks (audits) to identify problems and areas for improvement. - Ensure the team follows our rules and meets service level agreements (SLAs). - Find ways to improve workflows and enhance customer satisfaction. - Team Leadership and Coaching - Lead and support a team of 10 or more customer support agents. - Conduct regular one-on-one meetings to provide feedback and facilitate growth. - Train team members on handling difficult customer situations. - Create individualized improvement plans for team members. - Handle escalated customer issues requiring senior attention. - Complex Case Management - Manage difficult customer cases involving multiple health issues or complex situations. - Collaborate with other teams (medical, claims, operations) to resolve complex problems. - Oversee emergency scenarios and ensure serious cases are managed properly. - Follow up on unresolved issues to ensure they are closed. - Data and Reporting - Utilize data to identify patterns, problems, and opportunities for improvement. - Create reports and dashboards to track team performance (CSAT, AHT, FCR, QA scores). - Share insights with leadership to support better decision-making. - Track and report on SLA compliance and turnaround times. - Systems and Process Management - Set up and manage Zoho Desk to enhance team efficiency. - Create workflows, automation rules, and ticket routing to expedite processes. - Design templates and macros for quicker customer responses. - Write and update Standard Operating Procedures (SOPs) for team adherence. Qualifications - Bachelor's degree (any discipline) - Must have completed NYSC or have a valid letter of exemption. - Minimum 3 years’ experience in customer support operations. - Minimum 1-2 years’ experience in quality assurance (checking work quality, creating scorecards, coaching team members). - Experience leading or supervising a team of 5 or more people. - Experience using any ticketing or helpdesk software (e.g., Zendesk, Freshdesk, Intercom, Zoho Desk). - Good skills in Excel or Google Sheets (can create reports, use formulas, make charts). - Strong written and spoken communication skills. Requirements - Experience with Zoho Desk specifically. - Experience in health tech or health insurance industry. - Experience with data analysis or basic SQL. - Experience setting up automation and workflows in support software. Benefits - Remote-First Environment: Work from anywhere while staying connected to a vibrant, collaborative team. - Competitive Salary and Benefits: Salary benchmarked against the best in the industry. - Premium Health Insurance: Comprehensive health coverage for you and your family. - Unlimited Leave: Take the time you need—no limits, no questions. - Meaningful Impact: Play a key role in transforming customer experiences and shaping healthcare innovation. - Collaborative Work Culture: Join a supportive, inclusive, and team-focused environment that celebrates diversity. - Growth Opportunities: Access tools, mentorship, and resources to elevate your skills and career. - Learning & Development Allowance: Support for ongoing professional growth and skill enhancement.