Role Description Lead, coach, and develop a team of 4 Customer Support professionals, fostering a high-performance culture aligned with FloWater’s values. - Serve as the primary point of contact for assigned accounts, fostering long-term loyalty. - Conduct proactive outreach via phone and email to maintain strong customer relationships. - Develop a comprehensive understanding of FloWater’s advanced water purification technology. - Troubleshoot technical issues and provide effective solutions. - Investigate service breakdowns and conduct root cause analysis. - Create and refine processes to enhance overall account health and customer satisfaction. - Work closely with various departments to ensure prompt resolution of customer inquiries. - Serve as an escalation point for complex issues involving clients or technicians. Qualifications - Bachelor’s degree required. - 3+ years of experience in account management, customer support, or call center operations. - Familiarity with products and services in a technical field is a plus. - Proficiency with Microsoft Office, Google Suite, and CRM software (NetSuite and Zendesk experience preferred). - Exceptional verbal and written communication skills. - Strong analytical and problem-solving abilities. - Ability to multitask and prioritize in a dynamic environment. Requirements - Customer-centric professional with a meticulous eye for detail. - Proactive approach to communication. - Thrives in a fast-paced environment while delivering top-quality work. - Skilled at building strong relationships and defusing escalated situations. - Exceeds performance metrics. Benefits - Competitive base salary of $55,000 - $60,000. - Comprehensive benefits package (medical, dental, vision, F.S.A., 401(k)). - Partially paid parental leave policy. - Paid Time Off.

• Resolve high volumes of calls and tickets using prepared scripts and an extensive knowledge library • Gather and verify applicant data while documenting every interaction with high detail • Maintain a courteous demeanor with teammates and callers, including customers in crisis or with difficult situations • Access the USCIS network 15 minutes before your published shift to ensure full coverage during hours of operation

• This position is responsible for receiving and processing customer orders by telephone and ensuring all customer requests are handled in a prompt, efficient, courteous and professional manner. • The CSR will process all customer orders in accordance with the established company standards and procedures. • As one of the primary points of contact with the customer, the CSR’s responsibility is to make a concerted effort to listen to the customer’s needs and provide them with a positive experience. • In addition to this primary duty, the CSR will be cross trained in the other positions within the department and when needed, will be asked to perform these functions as well. • Productivity: Be able to handle an average 110 customer interactions per eight (8) hour shift after 4 months in the position. This includes incoming and outgoing calls. • Provide prompt, accurate and courteous responses to customers • Solve routine and complex problems (Contact supervisor immediately for problems unable to solve) • Answer incoming customer service orders as soon as possible • Display active listening and superior customer service skills for both external & internal customers. • Document activity to the DDF system • Consistently check appropriate DDF screen for report results to call back to customer • Display the ability to enter orders manually via our fax process • Display the ability to operate the phone system effectively • Adhere to work schedule • Other duties as assigned

• Maintain site specifics for assigned clients • Be able to verify the correct contract rate is applied to the billing • Work billing rejections in clearinghouses: Waystar • Communicate and supply documentation to coding and billing department including Op notes, implant logs, pathology reports • Be the go between providing document management between coding team, billing team and client to effectively bill claim • Provide feedback, guidance, and training support to billers to correct and prevent charge posting errors. • Monitor quality of charge entry and claim submission • Ensure timely filing of claims via electronic submission or paper submission • Resolve and reconcile submissions, rejections and edits daily • Must have a clear understanding of the insurance collection process • Ability to solve problems associated with tasks • Enter charge corrections provided by AR Specialists and rebill to payers as needed • Correct and resend rejected claims • Generate EOM unbilled reporting • Familiar with CPT codes, ICD and modifiers • Calculate pricing for implants and supplies accurately based on site specifics • Communicate professionally with internal and/or external clients • Pull case documents for audits as needed • Posting for Clients with offshore restrictions as needed • Perform other assigned duties