• Answer incoming calls, live chat messages, and emails to assist participants with inquiries, provide program information, and resolve issues • Deliver professional, friendly, and accurate customer service across all communication channels • Return missed calls, voicemails, and offline chat messages within established turnaround times • Follow up with participants via email, phone, or chat as needed to ensure resolution • Maintain a high level of customer satisfaction and advocate for participant needs and feedback • Identify trends in participant inquiries and communicate insights to leadership to improve service delivery and reduce volume • Collaborate with team members during meetings to share feedback, trends, and process improvements • Maintain strict compliance with HIPAA and confidentiality standards when communicating to members • Support additional departmental tasks and special projects as needed • Process high-volume data entry related to wellness program participation, including visit verification and health metrics • Review, validate, and enter participant form submissions for accuracy and completeness • Audit previously entered forms to ensure data integrity and identify discrepancies • Communicate with participants regarding missing or incomplete form information • Ensure all forms are processed and/or audited within established deadlines • Maintain strict compliance with HIPAA and confidentiality standards when handling protected information • Partner with Account Management and internal teams to provide updates on participation and program data • Support additional departmental tasks and special projects as needed

• Deliver outstanding customer support via phone calls, chats, and emails • Build strong and lasting customer relationships • Keep up with evolving tools and technology • Handle sensitive customer data with care and security • Apply the latest and greatest customer happiness practices • Maintain deep understanding of client solutions and meet KPI • Communicate with developers and cross-functional specialists

• Deliver outstanding customer support via phone calls, chats and emails; • Build strong and lasting customer relationships; • Keep up with evolving tools and technology; • Handle sensitive customer data with care and security; • Apply the latest and greatest customer happiness practices; • Maintain deep understanding of client solutions and meet KPI; • Communicate with developers and cross-functional specialists.

Position Overview: - A Customer Support Agent plays a key role in the Halo Collar customer service team. They serve as the face of our company and as the first line of support for our customers. They help ensure consistency, efficiency, and quality in order to build a positive experience for our customers. Specific Department Functions: - Being part of the strong network that supports our customers and their needs every day. - Resolving complex technical customer issues. - Serving as the face of our company to our customers, providing a welcoming, positive, and empathetic atmosphere that sends a clear statement that we care and are always here to help. - De-escalating of upset customers while finding resolutions to their issues. - Providing an excellent service and creating opportunities for good customer surveys and reviews. Primary Responsibilities: - Answering incoming voice & video calls, chats, and emails. - Taking detailed notes and documentation of customer interactions. - Troubleshooting customer technical issues with the Halo Collar, Halo App, smartphones, and Bluetooth, LTE, & Wi-Fi connectivity. - Assisting with identifying and tracking trends. Coaching and Development: - Weekly detailed quality assurance breakdowns designed to build you your best path forward in the company. - Bi-weekly 1:1 meetings so that you always have a voice and a direct line of support for the development of your career. - Priority promotion from within with lots of opportunity for growth. Operational Support: - Communicating with leadership to ensure trends and customer issues are making it to the top. - Adapting to different support channels to ensure customers are getting the most support where they need it. Job Requirements: Work Availability: - Operation Hours 9:00am-8:00pm EST - Five 8hr shifts a week. - Must be available to work at least one weekend day. Work From Home Requirements: - Download Speed of 25Mbps or Higher, Upload Speed of 5Mbps or Higher - Distraction Free Work Environment - Isolated space for work. - No other people (spouses, children, etc.) or pets in work environment. - No excess noise in the background. Experience: - 3+ Years of Customer Service Experience - Preference for Retail / Front of House Experience Technical Skill: - Familiarity with Windows desktops and navigating them. - Familiarity with Google or Microsoft Office suites. - Ability to use & navigate Google Chrome and Zoom desktop apps. - Excellent typing and multitasking skills with the ability to operate and work on two screens at once. Customer Service Soft Skills: - Able to appear friendly, approachable, and conversational. - Able to escalate difficult situations. - Able to offer empathy and reassurance when necessary. Education: - High School Diploma or Equivalent Salary $18.00/hr. - $20.00/hr.