• Respond to inbound and outbound customer interactions in Spanish and English as they come in (calls, emails, chat). • Take ownership of each issue from first contact to resolution—do not leave cases incomplete or unclear. • Resolve common issues immediately; escalate only when necessary with clear documentation. • Maintain control of conversations, especially when customers are confused or frustrated. • Switch between phone, email, and chat support throughout your shift without drop in quality. • Adjust tone and clarity depending on the customer’s language and level of understanding. • Translate or clarify information in real-time for Spanish-speaking customers when needed. • De-escalate tense situations without transferring the problem unless required. • Identify when a customer is at risk of dissatisfaction and adjust your approach to retain them. • Ensure each interaction ends with clarity—no unresolved confusion. • Log every interaction accurately in CRM systems immediately after handling it. • Track follow-ups and ensure no open cases are forgotten. • Maintain clean, structured records that another team member can understand instantly.

• Respond to inbound and outbound calls providing clear and professional communication and resolving customer inquiries or issues. • Follow established processes to assist customers with reservations, ticketing, permits, and other services. • Effectively transfer customers to the appropriate department when needed. • Seek management support when necessary for complex issues or escalations. • Document customer interactions accurately according to company standards. • Update customer accounts and system information accurately. • Meet individual KPIs and support department goals for customer service excellence. • Adhere to company policies, procedures, and performance standards. • Complete all required training and coaching within set timeframes. • Communicate effectively with leadership and team members during shifts, ensuring proper handoff of work. • Contribute to a positive team environment by delivering best-in-class service and supporting department goals.

• Respond to patient inquiries via phone, email, text, and ticketing systems • Provide empathetic, clear guidance regarding scheduling, care options, and next steps • Support appointment confirmations, rescheduling, cancellations, and transfers • Assist patients with provider changes, availability questions, and follow-up care needs • Address concerns and escalate appropriately when needed • Manage scheduling workflows including re-referrals, therapy scheduling, and provider transfer requests • Conduct proactive outreach to patients to assist with booking and attendance • Monitor scheduling queues and take timely action to move patients toward care • Support missed or canceled appointment follow-up workflows • Coordinate scheduling changes related to provider availability, leave of absence, or departures • Assist with insurance verification workflows and patient questions related to coverage and billing • Support documentation and coordination related to payer requirements • Help patients understand financial responsibility and next steps when needed • Manage multiple support queues and prioritize tasks based on urgency and impact • Process internal tickets related to potential changes in a patient’s account • Support records requests and coordination of care activities • Review patient feedback and assist with service recovery efforts • Maintain accurate documentation in internal systems • Assist providers with scheduling coordination and operational requests • Communicate cross-functionally with Bookings, Clinical Operations, Insurance, and Technology teams • Help execute process improvements and pilot new workflows

Founded in 1956, the Jacuzzi® Brand has grown to become the modern-day Jacuzzi Group-- the premier manufacturer of functional products for the home and outdoor space found in more than 60 countries. Jacuzzi Bath Remodel is the fastest growing business unit of Jacuzzi Group with 12 successful locations launched nationwide in the last 5 years. Jacuzzi Bath Remodel combines our premium materials, knowledgeable sales team, experienced in-house certified installers and over 60 years of proven excellence to deliver the highest standard of customer satisfaction. Jacuzzi Bath Remodel is currently hiring a Customer Care Representative If you enjoy providing outstanding customer service, have a great personality, and want to develop a lasting career; we want you to join our team! Our top candidate will have previous Customer Service experience, a strong background in exceeding customer expectations, extremely detail oriented, reliable and efficient. DUTIES/RESPONSIBILITIES - Responsible for reviewing sales contracts ensure proper product is included in contract and sent out for ordering. - Provide constructive feedback to Jacuzzi Sales team concerning incorrect measurements or any discrepancies related to pricing on contracts. - Conduct an introductory call with new customers to discuss the products they have ordered and schedule a tentative installation date. - Assist in scheduling service/ repair work for customers & providing updates - Must be comfortable operating in ERP systems to make change orders for customers. - Review quality standards and customer satisfaction/reviews in a timely fashion - Provide excellent customer service to our current & past clients - Provide assistance to customers throughout the period of sales and installation. - Other duties as assigned HOURS - Monday- Friday and every other Saturday. - 8:00am - 4:30pm EST The compensation for this position is $19.00 per hour, with opportunities for advancement within the company.