• Assist customer service call team members daily in responding to customer and vendor inquiries. • Obtain and evaluate all relevant information to effectively address customer inquiries, comments, or complaints. • Assess and respond accurately and efficiently to inquiries and escalations meeting departmental goals; properly triage requests based on urgency of issues. • Maintain detailed records of written and verbal communication. • Provide detailed and accurate information for quarterly business reviews, executives, and customers. • Identify, record, and track unresolved complaints, direct outstanding issues to the appropriate resources for resolutions.

• Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, Onsite Servicers, and CMSO Support teams throughout the customer engagement. • Provide Customers a single point of contact for Contract management and ensure service delivery and Service Level Agreements (SLA) compliance. • Be accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, case management, and escalation processes. • Manage and maintain services scope as per services contract and ensure Customers understand their obligations in regard to service deliverables. • Build value-added relationships within the domain of the account to become the trusted service delivery advisor to the customer. • Deliver consistent service levels by exceeding customer expectations and driving corrective actions to closure. • Help manage and coordinate the processing, communication, and implementation of technical changes, including changes related to new releases, customer requests, field change orders, and reconfigurations. • Maintain awareness of all complex service matters, including technical solutions implementations, product quality issues and related activities. • Manage the service contract renewal process for all assigned service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates / changes.

• Collaborate closely with the sales team to support and execute stop loss marketing strategies. • Analyze and scrub client data to prepare comprehensive and accurate marketing requests. • Act as a liaison between stop loss carriers and the sales team, ensuring smooth communication and efficient exchange of information. • Submit and track network reporting requests with accuracy and timeliness. • Manage workflows and deadlines across multiple concurrent projects—organization and attention to detail are essential. • Foster teamwork and collaboration by being a reliable, communicative, and solutions-oriented partner within a cross-functional environment.

• Interact with buyers and sellers with a customer first polite attitude ensuring a positive experience • Resolve all customer issues regarding payments, orders, shipments and general questions with a high quality, and in a timely manner • Become an expert in the Whatnot product, processes and systems to drive positive outcomes for our users • Work with other departments to troubleshoot, research and resolve open questions • Seek out opportunities to eliminate repeat contacts and improve the overall customer experience