• Handle inbound customer inquiries via phone in a professional and timely manner. • Provide accurate information and solutions to customers' questions, concerns, and issues. • Assist customers with product inquiries, account management, order processing, and troubleshooting. • Effectively resolve customer complaints and escalations with empathy and efficiency. • Document all customer interactions and transactions accurately in the CRM system. • Collaborate with team members and other departments to ensure seamless customer experiences. • Meet or exceed established performance metrics, including quality, productivity, and customer satisfaction targets.

• Act as the first point of contact for guests, hosts, and partners across multiple channels (phone, email, live chat) • Handle GuestCare and KeyNest incidents, including access issues, property concerns, and service disruptions • Make outbound calls to gather information, provide updates, and drive resolutions • Guide customers step-by-step through account, booking, access, and payment-related questions • Assess urgency, prioritise cases, and escalate appropriately when operational or technical support is required • Coordinate with operations, maintenance, and external stakeholders to resolve complex or after-hours issues • Provide clear, calm, and empathetic communication during high-pressure situations • Accurately document interactions, actions taken, and outcomes in internal systems • Follow defined protocols while using sound judgment when situations fall outside standard processes • Contribute feedback to help improve workflows, documentation, and the overall guest experience • Maintain consistently high service standards and customer satisfaction

• Develop and implement department-wide quality control measures • Recommend new procedures for increasing the efficiency of day-to-day operations • Maintain communication with operations manager, staff members, and vendors to ensure adherence to protocols across key touch points • Assist the operations manager in developing, planning, and coordinating operational activities • Oversee inventory management practices and improve them when necessary • Ensure that operations are in legal compliance with local and national regulations • Generate reports, analyze data, and document processes • Provide administrative support to staff as needed • Monitor day-to-day operations, report on performance, and recommend actionable improvements when necessary • Order supplies and manage inventory, coordinating with accounting and finance departments to adhere to budget • Create procedures and protocols (such as checklists) and distribute to staff • Communicate and coordinate with employees (including executive operations team) and vendors • Onboard and train new employees to ensure that they adhere to standard operating procedures

• Account Inquiries & Claims Processing • Assist TrueScripts' members with pharmacy claims processing and plan benefits • Receive phone calls/emails from members, clients, pharmacies and/or physician offices • Troubleshoot claim processing problems and/or inquiries in claims adjudication system • Respond to website inquiries • Become proficient in all aspects of claims adjudication system • Communicate escalated member service concerns to manager • Account Support QA testing for client transitions/changes • Complete pharmacy contact sheet for fax notifications • Claims Logging, Invoicing & Reporting • Log Specialty Care, Brand Care, Paper Claims, and Fee for Prior Authorizations on SharePoint • Log Specialty and Non-Specialty Prior Authorization approvals on SharePoint • Prepare and send weekly/monthly invoices to the Accounting team • Document actions and outcomes in the client database