• Provide technical telephone, IPTV, and Internet support to customers and answer complex questions on function and usage products • Perform follow-up testing, and/or troubleshooting to assist customers with the most accurate and timely response to their technical support issue(s) • Phone, chat and email contact with customers to make recommendations on Hotwire’s Service and resolve issues • Resolve customer questions or problems via telephone in areas of system configuration/setup, product functionality, and bugs/enhancements • Serve as primary support liaison between Hotwire Communications and our residential customers • Possess thorough knowledge of Hotwire Communications product line and other applications utilized by customers • Other duties as required or assigned

• Manage an assigned portfolio of approximately 80-100 Property Manager customers, working closely with each to develop a strategic tailored success plan • Redefine customer success - deliver effortless, extraordinary experiences • Streamline the resident, property manager, and investor journeys by partnering with them to understand their objectives, create personalized solutions, and help them exceed their goals • Focus on ensuring the highest levels of customer success, prevent churn, and advocate for customer growth • Partner with customers to help them achieve 75% RBP activation through quarterly audits and Impact Reviews • Maintain a renewal rate above 95% • Reduce churn by proactively identifying risks, intervening early, and implementing effective mitigation strategies • Monitor resident engagement, usage, and health metrics, identifying trends and providing actionable insights • Provide usage and activation reports, identifying opportunities for improvement • Educate customers on maximizing activations/enrollments, acting as an RBP ambassador to foster long-term success. • Proactively gather feedback and, when needed, share insights internally to ensure exceptional service at every level of the organization.

• Serve as a strategic partner and trusted advisor to clients • Ensure clients achieve desired outcomes through benefits administration and BPO solutions • Lead cross-functional efforts to deliver exceptional service • Foster long-term relationships with customers • Facilitate regular internal and external client meetings • Collaborate with clients to define success metrics and develop actionable plans • Handle escalated inquiries and ensure timely resolution • Identify trends in customer inquiries and feedback to drive improvement • Monitor SLA adherence to ensure consistent service delivery

• Drive Enrollment Through High-Volume Outreach • Own daily outreach to prospective and applying families via phone, SMS, and email • Follow structured sequences (calls + texts + emails) to move families from interest → application → enrollment • Lead conversations that uncover needs, answer questions, and confidently guide next steps • Reduce drop-off by identifying and removing blockers in real time • Guide Families Through Onboarding • Support families through enrollment tasks with clarity and urgency • Ensure families feel confident in their education plan and next steps • Reinforce that OpenEd is simple, flexible, and supported every step of the way • Own the Ongoing Relationship • Stay connected with enrolled families through key moments in their journey • Proactively reach out when something is off-track (missing logs, incomplete steps, etc.) • Re-engage families who stall or disengage • Operate with Speed + Precision • Manage a high volume of conversations without sacrificing quality • Maintain clear, timely follow-up across all channels • Track activity and outcomes in HubSpot and contribute to pipeline visibility • Close the Loop + Improve the System • Surface patterns in objections, confusion, or friction points • Partner with team leads to improve messaging, workflows, and resources • Share what’s working so the team gets better, faster • Success Metrics: Enrollment Conversion Rate (application → enrolled) Speed to Enrollment (time from application to completion) Outbound Activity + Contact Rate (calls, SMS, emails completed daily) Re-engagement Rate ≥ 70% for stalled or at-risk families Response Time < 24 hours across channels Family Satisfaction ≥ 90%