• Handle inbound calls in a courteous and efficient manner while utilizing listening and comprehension skills with proper grammar and spelling • Gain an understanding of plans, their benefits, and features • Assist prospects and members with questions about health insurance benefits • Provide informational brochures via mail or email • Acquire caller and enrollment related information and input data into multiple tools accurately • Maintain a 90% call quality average • Deploy speak and spell methodology using the phonetic alphabet • Provide optimal consumer experience by effective listening and communication skills • Maintain our high standard of professionalism and conduct

• Handle client's customer service, technical support, billing, retention and product related inquiries with empathy and patience • Ask probing questions and use critical thinking to determine root cause of the issue • Clearly document the caller’s inquiry, troubleshooting steps taken and resolution/next steps • Compose professionally written emails and follow proper escalation procedures • Educate and guide customers, of all technical skill levels, through troubleshooting processes using multiple web-based tools

• Oversee daily CE operations, including rotas, coverage, and real-time resource management • Monitor contact volumes and allocate team members to priority or specialist cases • Act as escalation point for complex issues, complaints, and Trustpilot reviews • Lead, coach, and develop team members, supporting performance plans • Ensure quality through regular QA checks and continuous improvement • Support onboarding and deliver ongoing training • Collaborate cross-functionally (Ops, Pricing, Fraud, Logistics) to resolve cases • Manage internal processes, including Jira tickets and key admin tasks • Maintain product knowledge and support wider team goals

• Deliver an exceptional customer experience by responding to inquiries via phone, chat, and email • Resolve customer issues efficiently across all Rev services, ensuring timely and accurate solutions • Review and process incoming orders for Rev’s various service offerings • Troubleshoot basic technical issues and guide customers with clarity, professionalism, and empathy • Educate customers on Rev’s products, features, and best practices • Collaborate with cross-functional teams—including Product, Engineering, Sales, and Operations—to address customer needs and improve processes • Maintain detailed and accurate records of customer interactions within support systems • Identify trends, escalate recurring issues, and recommend improvements to enhance the customer experience • Uphold Rev’s core values by demonstrating professionalism, accountability, and a customer-first mindset • Contribute to team goals and foster a positive, supportive, and collaborative work environment