• Point of contact for customers for all day-to-day inquiries • Coordination of special customer requests and requirements • Support for sales and planning/dispatch teams in resolving customer inquiries • Incident management and customer-focused resolution of service disruptions • Assist in the development, optimization, and automation of processes, contributing your own ideas and experience

• Influence, lead, coach, and empower the team through motivation and encouragement to accomplish team goals and foster a positive team culture. • Accomplishes customer service human resource objectives by recruiting, selecting, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; and enforcing policies and procedures. • Achieves customer service objectives by contributing and making recommendations to strategic plans and reviews; preparing and completing action plans; implementing productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; and implementing change. • Being able to interpret data that translates into action to improve the team. • Monitors the overall health of the support system, including, but not limited to, live ticket queues, live channel queues, major bugs, and staff availability. • Involved in determining customer service employee requirements by maintaining contact with employees to assess areas of improvement by reviewing operational environments, conducting surveys, benchmarking best practices, analysing information and applications. • Improve customer service quality by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analysing results; and implementing changes. • Responsible for providing employees with technical resources and advice, resolving problems, and disseminating advisories, warnings, and new techniques. • Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organisations. • Act as an escalation point for high-severity customer issues that arise from within the team, directly from customers, or from other High-Level functions. Be readily available with cameras on throughout the shift to assist customers and team members via Zoom.

• Serve as the primary point of contact for customers, providing exceptional service and addressing inquiries in a timely manner • Escalate complex issues to the relevant authorities when needed • Guide clients in understanding the organization’s services • Proactively identify and resolve customer difficulties to prevent escalation • Provide accurate information and solutions to customer-related issues efficiently • Collaborate effectively with team members to ensure customer needs are met • Accurately maintain and update customer records within our database system • Identify and capitalize on opportunities to improve client satisfaction and loyalty • Engage with customers to build long-term relationships and ensure they feel valued

Title: Customer Service Representative 1 Job Description: Staffing Solutions Organization LLC (SSO), an affiliate of Public Consulting Group LLC (PCG), is focused on delighting clients with world-class managed staffing and talent consulting services. SSO is committed to a diverse workforce, which is a reflection of our clients and the people they serve. Customer Service Representative I – Site Visit Scheduler Location: North Carolina (Remote) Position Summary The Customer Service Representative I – Site Visit Scheduler supports the Provider Site Visit team by coordinating and scheduling appointments for Site Visit Reviewers conducting Medicaid provider facility visits. This role requires frequent phone communication with providers and internal staff and demands a high level of accuracy, attention to detail, organization, and commitment to excellent customer service. Essential Responsibilities - Answer inbound calls and place outbound calls to providers and internal partners - Schedule site visit appointments accurately and efficiently - Document conversations clearly and thoroughly based on provider discussions - Maintain a high standard of professionalism and customer service at all times - Ensure accuracy and attention to detail in scheduling and documentation - Utilize Microsoft Excel, Outlook, and Word to complete daily tasks Required Skills & Qualifications - Proficiency in Microsoft Office (Excel, Outlook, Word) - Strong attention to detail and accuracy - Excellent time management and organizational skills - Professional communication skills (written and verbal) - Ability to multitask and manage competing priorities - Strong spatial and scheduling coordination skills Preferred Experience - Appointment scheduling experience - Customer service or call center experience - Experience in a medical office, healthcare, or insurance environment Remote Work Statement This position is a remote, work‑from‑home role. Staffing Solutions Organization (SSO) is a remote‑friendly organization committed to fostering a culture where remote work is integral to our success. To be successful in this role, candidates must: - Be available and responsive during established working hours - Have a safe, private, and distraction‑free workspace - Be able to fully focus on assigned job responsibilities Benefits That Support You At SSO, we invest in our employees by supporting health, financial stability, and career growth. Benefits include: - Health, vision, and dental insurance - 401(k) with discretionary employer match - Paid time off and holidays - Flexible spending accounts - Additional employee perks Compensation for roles at Staffing Solutions Organization LLC (SSO) varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, SSO provides a reasonable range of compensation for this role. In addition, SSO provides a range of benefits for this role. Applicants must be authorized to work in the U.S. This position is not eligible for work authorization sponsorship including H-1B sponsorship) by SSO. Under the federal laws relating to the F-1 STEM EAD program, SSO may be able to support a STEM EAD extension application at the sole discretion of your Designated School Official. This does not guarantee that any STEM EAD extension application will be approved. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, marital status, age, national origin, protected veteran status, or disability. Staffing Solutions Organization LLC is an E-Verify participant. Job Details Pay Type Hourly Telecommute Percentage 100 Hiring Max Rate 18 USD