Customer Service Representative  Location: “United States” Employment Type: “ Temporary Full-time” Supporting: “Healthcare” About Us  We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else. As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do. Here's What the Job Really Looks Like You're a natural problem-solver who's good with people. You know how to listen to what someone's really asking for (not just what they're saying), and you can explain solutions in a way that makes sense. You stay calm under pressure, you're detail-oriented enough to keep information accurate, and you genuinely care about leaving customers better off than when they reached out. If that sounds like you, this role is a great fit. How You'll Make an Impact - Guide customers through questions, concerns, or challenges they encounter while using the product or service  - Listen actively to understand the root of the issue and provide clear, effective solutions  - Record detailed call information for auditing, reporting, and follow-up purposes  - Maintain and update customer records to ensure accurate and current information  - Identify opportunities to introduce customers to new or enhanced services that meet their needs  - Provide recommendations and guidance in a way that adds value and enhances the overall customer experience

Customer Service Representative  Location: “United States” Employment Type: “ Temporary Full-time” Supporting: “Healthcare” About Us  We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else. As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do. Here's What the Job Really Looks Like You're a natural problem-solver who's good with people. You know how to listen to what someone's really asking for (not just what they're saying), and you can explain solutions in a way that makes sense. You stay calm under pressure, you're detail-oriented enough to keep information accurate, and you genuinely care about leaving customers better off than when they reached out. If that sounds like you, this role is a great fit. How You'll Make an Impact - Guide customers through questions, concerns, or challenges they encounter while using the product or service  - Listen actively to understand the root of the issue and provide clear, effective solutions  - Record detailed call information for auditing, reporting, and follow-up purposes  - Maintain and update customer records to ensure accurate and current information  - Identify opportunities to introduce customers to new or enhanced services that meet their needs  - Provide recommendations and guidance in a way that adds value and enhances the overall customer experience

• Translate LCP and DSO priorities into structured project plans • Monitor progress across workstreams and surface risks • Reduce administrative burden through workflows and templates • Coordinate incident management and track issue status • Maintain organized repositories of processes and operational guidance

• Act as a primary source of knowledge and Subject Matter Expert for Case Builders (CB) • Complete Clarification Responses (CR) for absent case builders on the assigned Case Building team • Complete Building of Cases when necessary and directed by the Team Supervisor • Monitor team responsiveness to communications and provide regular insights to the supervisor • Assist Case Builders with procedural questions • Review unbuilt cases within the assigned team and communicate with team members for expedited handling of late cases • Log Case Building errors • Address and resolve escalation requests • Assist other departments with Case Building inquiries • Ensure action item emails from the audit team/compliance are addressed • Audit built cases to ensure compliance with build procedures, VA requirements, and diagnostic requirements • Provide support to CB staff to finalize cases • Provide feedback/insight to CB Supervisor about any observed coaching/mentoring topics needed for individual case builders • Monitor and respond to emails from Case Builders on questions/inquiries as appropriate and directed by supervisor • Reassigning cases within the Team queue to make sure they are evenly distributed, or so that the daily quota can be met • Proofread and suggest edits to Clarifications for CBs as requested • Attentive to ongoing communication with CB Supervisors • Receive directions and assignments, as applicable, from CB Supervisors • Ensure relevant concerns/recommendations are referred to the team supervisor or other departments as warranted • Other duties, as assigned.