This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Our representatives meet virtually with clients who have signed up to receive supplemental benefits that help protect their families beyond what their employer covers. Their role is to consult with the family, explain the available options, and assist them in selecting the best plan to meet their family's needs. Successful reps are great communicators who are ambitious, motivated, and organized. They think like entrepreneurs and are committed team players. Requirements - Reach out to individuals who have requested more information on the benefits we offer - Schedule Zoom meetings with these members - Customize new benefit plans and adjust existing plans to fit the current needs of each client - Establish and maintain relationships with existing and new clients - Perform benefit reviews for existing clients, as well as help with any necessary claims or adjustments - Provide attentive customer service and any necessary administrative support in response to members' needs - Respond to and resolve client questions and concerns regarding their benefits - Ensure that all documentation is accurate and complete, and perform any necessary updates on schedule Benefits - Medical (BlueCross BlueShield) - Dental, Vision, and Hearing insurance - Company stock options offered - Retirement benefits from renewal income - Comprehensive paid training program - Monthly performance-based bonuses - Weekly pay with a competitive commission structure, on average, $52,000 to $58,000 annually - Flexible work schedule with the ability to work from home (Our offices are open if you work more efficiently in an office setting)

• Respond to customer inquiries via social media and chat, ensuring timely and accurate assistance. • Resolve customer complaints and issues with professionalism, offering effective solutions to ensure satisfaction. • Maintain customer records and update account information in the CRM system to ensure accuracy. • Collaborate with other teams (e.g technical support) to address customer needs and improve service quality.

• Responsible for order intake and management of customer’s web based, email, EDI or faxed POs from receipt to invoicing • Provides professional and timely responses to incoming requests related to order status updates, service requests/requirements, pricing inquiries, documentation needs, and invoicing • Serves as a solution provider delivering prompt attention to customers, supplying resolution to existing challenges, and offering alternative solutions • Proactively monitors customer orders, service levels, and order patterns- identifying and implementing account management and processing improvements to meet and exceed customer expectations • Initiates CIOs, TICS, return authorizations, and assists in the resolution of customer deductions • Supports customer needs through cross-functional channels with aptitude to learn multiple product lines, execute various processes aligned to each, and build strong customer partnerships • Requires a thorough understanding of customer’s needs, requirements, and our contractual obligations related to lead time, transit time, and processing procedures • Exhibits excellent organizational skills with demonstrated ability to lead projects, team initiatives, and take an active role in training and mentoring new team members • Promotes a strong work ethic and displays a team player mentality with ability to generate outside of the box solutions • Performs special projects as assigned by leadership team • Assumes responsibility to support and service customer accounts– including but not limited to: Develops and maintains reporting structure for orders to capture issues relative to pricing, inventory, shipping, delivery, and invoicing • Ensures proper flow of all new projects, items, graphics, print, labeling as well as changes • Manages all areas while supporting legal, sales, and contractual obligations • Works directly with transportation, supply chain, and plant ops to ensure customer service levels are met • Ability to learn and execute proficiently in various customer-based software applications or online portal(s)

• Lead, mentor, and develop a global team of ~60 customer service / patient support representatives, team leads, and managers. • Build a strong culture of accountability, empathy, and performance. • Own workforce management, scheduling, and staffing strategies to ensure efficient coverage across time zones. • Implement training, upskilling, and QA programs that elevate team performance and consistency. • Serve as the Intercom platform owner, responsible for admin configuration, rules, workflows, bots, routing, tagging, macros, and reporting. • Identify opportunities to automate, streamline, and improve efficiency using Intercom and adjacent tools. • Partner with Product/Engineering to integrate Intercom with internal systems and ensure data accuracy, reliability, and visibility. • Build dashboards and reporting structures that provide real-time insights into team performance and customer health. • Develop and own the overall customer service strategy, ensuring service excellence at scale. • Define and refine KPIs, SLAs, staffing models, escalation frameworks, and service standards. • Establish and maintain SOPs, playbooks, and QA standards across all support channels (chat, email, phone—customizable). • Ensure compliance with healthcare, privacy, and regulatory requirements (HIPAA, PHIPA, etc., if relevant).