Role Description We are looking for a proactive and customer-focused Customer Support Specialist to manage customer interactions, resolve issues, and ensure a high-quality customer experience. In this role, you will handle case management, customer communication, billing support, and cross-team coordination. You will act as the main point of contact for customers, ensuring their concerns are addressed quickly and effectively. - Case Management & Documentation: - Create and manage cases in Salesforce for every customer interaction. - Maintain accurate and detailed records of issues, updates, and resolutions. - Ensure all customer interactions are properly documented and tracked. - Triage & Prioritization: - Assess the urgency of incoming customer requests and prioritize accordingly. - Assign and track case ownership to ensure timely resolution. - Monitor open cases and ensure steady progress toward closure. - Customer Communication: - Provide proactive updates to customers within 24 hours or less. - Communicate clearly and professionally across phone, email, and other channels. - Ensure customers remain informed throughout the resolution process. - Internal Collaboration: - Work closely with service, installation, and receivables teams to resolve issues. - Coordinate across departments to ensure timely and accurate solutions. - Escalate issues when necessary to ensure quick resolution. - Billing Support: - Handle billing and invoice-related inquiries from customers. - Encourage customers to enroll in auto-billing where appropriate. - Support follow-ups on past-due accounts in coordination with the receivables team. - Problem Solving & Process Improvement: - Investigate recurring issues and identify root causes. - Document findings and suggest improvements to processes. - Contribute to improving overall customer experience and efficiency. - Customer Satisfaction: - Confirm customer satisfaction before closing cases. - Encourage satisfied customers to leave reviews. - Ensure a positive and professional customer experience at all times. Qualifications - Customer-focused and committed to delivering excellent service. - Highly organized and detail-oriented in managing multiple cases. - Clear and professional communication with customers. - Ability to handle challenging situations with empathy and urgency. - Thrives in a fast-paced, team-oriented environment. Requirements - Minimum 2 years of experience in customer service or customer success roles. - Experience working with Salesforce or similar CRM systems. - Strong experience in case management and customer issue resolution. - Excellent verbal and written English communication skills. - Strong problem-solving and analytical abilities. - High attention to detail and accuracy in documentation. - Ability to multitask and manage multiple customer cases simultaneously. - Familiarity with billing support or receivables processes. Benefits - Competitive salary. - Flexible working hours. - Remote work opportunities. - Health and wellness benefits. - Professional development opportunities. Interview Process - Initial Phone Screen - Video Interview with Recruiter - Client Interview - Offer & Onboarding

• Tackle customer questions head-on with curiosity and enthusiasm — whether it’s over phone, chat, or email — by quickly identifying issues and guiding customers toward effective, satisfying solutions. • Bring energy and empathy to every interaction, making customers feel heard, valued, and genuinely supported — no matter how complex the challenge. • Embrace transparency when helping customers navigate product issues by clearly explaining what’s happening and what to expect next. • Serve as the customer’s voice internally by documenting bugs and collaborating with our development team to advocate for timely fixes and product improvements. • Keep records sharp and accurate by updating tickets, account details, and communication logs with care. • Stay sharp on product features, industry trends, and customer service best practices — and bring that knowledge into every conversation. • Invite feedback from customers with confidence and curiosity, helping us constantly level up our service and product experience. • Consistently meet or exceed performance goals that help us deliver best-in-class support. • Jump in to support teammates when needed — we grow stronger together.

Role Description The Customer Care Specialist reports to the Customer Care Supervisor and is responsible for performing customer service duties via phone, email, and chat. FLSA Status: Hourly, Non-exempt Essential Duties and Responsibilities: - Handle customer inquiries and complaints with utmost professionalism. Obtain details and escalate issues to Customer Care Supervisor if unable to resolve the issue. - Answer, document, and resolve incoming and outgoing calls from the SPIG Customer Service Line. - Input all data into SPOT to update records. - Contact customer to review warranty information and conduct customer satisfaction surveys after installation. - Other duties as assigned by the Customer Care Supervisor. Qualifications - High school diploma or general education degree (GED); and one to two years of related experience and/or training; or an equivalent combination of education and experience. Experience must involve customer service management. - Ability to read and comprehend simple instructions, correspondence, and memos. Ability to write letters and prepare other documents as needed. Proofreads work. - Ability to add, subtract, multiply, and divide into all units of measure for basic algebraic and geometric calculations. - Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. - Knowledge of computer workstations and peripheral equipment; knowledge of database, spreadsheet, email, and word processing software. - Be able to effectively communicate orally and in writing in English. - Ability to view documents on multiple screens and read handwritten documents. Requirements Competencies - Identifies and resolves problems in a timely manner. - Speaks clearly and persuasively; participates in meetings. - Writes clearly; able to read and interpret written information. - Contributes to building positive team spirit. - Promotes a harassment-free environment. - Treats people with integrity and ethically. - Supports the organization’s goals, values, and code of ethics. - Exhibits sound and accurate judgment; includes appropriate people in the decision-making process; makes timely decisions. - Prioritizes work activities; uses time efficiently. - Focuses on solving conflict, not blaming; treats others with respect and consideration; accepts responsibility for own actions. - Demonstrates accuracy and thoroughness; monitors own work to ensure quality. - Meets productivity standards; completes work in a timely manner. - Observes safety and security procedures; reports unsafe conditions; uses equipment and materials properly. - Must be organized and able to follow up on statuses and ensure completion of tasks. - Is consistently at work and on time. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. - Regularly required to sit; reach with hands and arms, see, talk, and hear. - Frequently required to use hands to finger, handle, or feel. - Must be able to lift and carry 25 lbs. (i.e. laptop or monitor) in order to move it as needed. - Specific vision abilities required include close vision, distance vision, peripheral vision, and the ability to adjust focus. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet. The work environment generally consists of indoor heated and cooled office space.

Job Title: Remote Assistant | Booking Vacations About Destination Knot: At Destination Knot, we help individuals, couples, and families turn their dream vacations into reality. From tropical getaways and cruises to group adventures and milestone celebrations, we provide expert planning and personalized support at every step of the travel journey. Position Overview: We are seeking a dependable and detail-oriented Remote Assistant to support our vacation booking process. In this role, you will work closely with our travel planning team to research destinations, prepare quotes, manage reservations, and assist clients with pre- and post-booking communication. This is a fully remote position ideal for someone who enjoys organizing, helping others, and being part of a travel-focused team. Key Responsibilities: Assist in researching and recommending vacation packages, resorts, cruises, and accommodations Support the preparation and delivery of travel quotes and proposals Process and update bookings using supplier and agency tools Communicate with clients regarding reservation details, changes, or special requests Maintain accurate records of bookings and client interactions Monitor supplier promotions and destination updates Collaborate with team members to ensure excellent client service Qualifications: Previous experience in customer service, hospitality, or administrative support preferred Strong attention to detail and time management skills Excellent written and verbal communication abilities Tech-savvy and comfortable using online tools and booking platforms Ability to work independently in a fully remote setting Must be 18 years or older with a reliable computer and internet connection A passion for travel and helping others plan memorable experiences What We Offer: Flexible, remote work environment Training and ongoing professional development Access to travel planning tools and industry resources Supportive team culture with opportunities to grow Incentive-based performance opportunities and travel perks Work Environment: This is a fully remote position with flexible hours. Ideal for individuals who are organized, motivated, and enjoy assisting with travel coordination and client communication. $40,000 - $65,000 a year