• Deliver excellent experiences for top sellers via phone and email, acting as a single point of contact. • Resolve seller challenges by researching issues, identifying solutions, and ensuring timely follow-up. • Collaborate with peers to address complex issues, applying judgment when handling non-standard situations. • Coach sellers on marketplace policies to support the best possible outcomes. • Identify patterns in customer issues and recommend improvements to enhance the seller experience. • Maintain accurate records using internal systems while prioritising customer needs and acting as their advocate.

About KBS Kellermeyer Bergensons Services (KBS) is the largest privately held provider of facility services in North America, servicing over 2 billion square feet of space daily. We help industry leaders across a wide range of key verticals—including retail, industrial and logistics, healthcare, education, manufacturing, and more—maintain clean, efficient and welcoming spaces that support their operations. As we continue to grow, we’re looking for team members who are dedicated, reliable, and ready to contribute to a culture built on respect, opportunity, and pride in service. LOCATION – this role is 100% remote SALARY RANGE - $55-65K Position Summary Responsible for designing, delivering, and continuously improving training programs that ensure consistent, high quality customer interactions. This role partners closely with the Customer Experience managers to onboard new hires, upskill existing staff, reinforce service standards, and reduce escalations through proactive training. The trainer ensures alignment with departmental SLAs, compliance requirements, internal workflows, and customer experience best practices while driving measurable improvements in performance, quality, and customer satisfaction. Duties and Responsibilities - Develop, maintain, and deliver structured onboarding and ongoing training programs for customer experience staff. - Facilitate instructor led, virtual, and one-on-one training sessions covering customer service standards, communication skills, systems usage, workflow processes, and escalation protocols. - Create and update training materials, job aids, scripts, and reference documentation to reflect current policies, procedures, and system changes. - Ensure training content aligns with departmental goals, SLAs, quality assurance standards, and customer experience initiatives. - Partner with managers to identify skill gaps, performance trends, and recurring customer issues requiring targeted training. - Use performance metrics, customer feedback, escalation data, and audit results to evaluate training effectiveness and recommend enhancements. - Support the rollout of new initiatives, systems, or process changes. - Assist leadership with preparation of staff for operational changes impacting customer experience delivery. - Maintain accurate records of training completion, certifications, and coaching activities. - Ensure training documentation remains current and accessible. Experience Required: - Minimum of three (3) years delivering formal customer service training. - Prior experience in managing, training, and coaching direct reports - Knowledge of adult learning principles and instructional design best practices. - Strong working knowledge of customer service workflows, escalation management, and issue resolution processes. - Advanced experience with Microsoft Office, with an emphasis on Excel as well as experience with other business technology applications (SalesForce, NetSuite, etc.) - Past experience with video training and LMS software - Facilities Maintenance industry preferred Education: - Bachelor’s degree in business or related field and/or equivalent experience Full-time Benefits As a full-time KBS employee (30+ hours per week) you may qualify for benefits including medical, dental, vision, prescription drugs, and more! - Paid Time Off - Paid Holidays - Sick Time - Life Insurance - Short Term Disability – Employer paid - Long Term Disability - Supplemental Health Insurance (E.G., Accident) - 401k plan with a match or Non-qualified Deferred Compensation Plan - Pet Insurance - PerkSpot Discount Program – discounts on travel, gyms, cell phones, restaurants, auto, apparel & electronics KBS considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity, and expression, marital or military status, or based on an individual's status in any group or class protected by applicable federal, state, or local law. KBS also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

With general supervision, ensure accurate, timely, and efficient customer support. Respond to customer inquiries in a manner that supports the achievement of goals. Essential Functions Respond to customer inquiries ranging from routine to complex from members, clients, providers, and internal/external business partners; inquiries may range from telephone, in person, or via the internet/e-email Contingent on the Line of Business (LOB), requires in-depth knowledge in the following areas: - Prescriptions, Plans, Products, Services, and Procedures - Online purchasing & e-Commerce knowledge - Internet knowledge - Payment processing/payment collections - Eligibility verification - Order Status, Shipping Status, and Stock Availability - Accurate completion of necessary documentation, letters, and forms processing - Quality Assurance testing for company software Research and resolve issues/complaints and determine appropriate resolution(s) Solve problems and assist with issues that may not fit the “cookie-cutter” solution Effectively educate and influence customers and prospective customers on the value and benefits that the company offers through its products, services, and solutions Identify customer trends and communicate to appropriate business partners, leaders, and divisions; suggest necessary corrections, changes, or solutions; appropriately elevate situations that could have organization-wide impacts Effectively maintain specific line of business Customer Service standards and support level standards Remain current on all changes to Customer Service policy, procedures, and product/services/solutions information to respond to customer inquiries accurately and consistently Contingent on the LOB, may require attendance at benefit fairs, open enrollment meetings, and client meetings to provide information to attendees; available for occasional overnight travel Contingent on the LOB, may support Sales Representatives for any inquiry related to their customer orders Contingent on the LOB, may be the first point of contact for Sales Representatives, not related to customer orders Contingent on the LOB, may process claims based on business needs and workflow fluctuations Job Specifications Typically has the following skills or abilities: One to two years of customer service experience in handling moderate to complex customer inquiries in call center, insurance, manufacturing, software, telecommunications, retail, or eyewear industries Available to work any shift, including weekends, holidays, and/or overnight Demonstrated internet knowledge and understanding of basic internet browser settings Demonstrated ability to work with multiple software programs, simultaneously Working knowledge of MS Office package Effective verbal communication skills to prioritize multiple tasks and to be available for incoming calls and inquiries Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made Excellent interpersonal and rapport-building skills Ability to ask appropriate and relevant questions to identify customer needs Proven problem-solving, negotiations, and decision-making skills Ability to use appropriate discretion and judgment in applying customer/call handling guidelines Ability to listen, process transactions and interact with customers simultaneously in a fast-paced environment If this position acts as a third-party administrator (TPA) for processing payments, then candidates will be subject to a credit check In order to perform the duties of a Customer Support Representative successfully and consistently on our systems and networks, the following internet and equipment are required: OS (Provided) Windows 10 CPU (Provided) Intel® Core™ i5-7500 (4 Cores/6MB/4T/3.6GHz) Memory (Provided) 16GB 2X8GB 2666MHz DDR4 Memory Hard Drive (Provided) 256GB Solid State Hard Drive Wired Headset (Provided) Yes Wired Connection (to Router/Modem; Cable/wire provided) Router/Modem NOT provided Yes Download Speed (per user on home network) 50 Mbps Upload Speed (per user on home network) 10 Mbps Loaded Latency < 150 ms Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here. Salary Ranges: $15.75 - $22.58 VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws. Notice to Candidates: Fraud Alert - Fake Job Opportunity Solicitations Used to Collect Fees/Personal Information. We have been made aware that fake job opportunities are being offered by individuals posing as VSP Vision and affiliate recruiters. Click here to learn about our application process and what to watch for regarding false job opportunities. As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees.  VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.

• Lead, mentor, and develop a distributed support team across multiple time zones, fostering a culture of accountability, collaboration, and customer empathy • Manage staffing, scheduling, and capacity planning to ensure consistent SLA adherence across Tier 1, 2, and 3 support queues • Conduct regular 1:1s, performance reviews, and career development conversations to grow team capability over time • Serve as an escalation point for complex or sensitive customer issues, driving resolution with urgency and professionalism • Own SLA performance across all severity levels; monitor KPIs including response time, resolution time, ticket reopen rates, and customer satisfaction • Oversee the full ticket lifecycle in Jira — from intake and triage through escalation, resolution, and closure — ensuring accurate classification, documentation, and routing • Partner with Engineering, Project Management, and Quality teams when tickets require cross-functional escalation or reveal systemic product issues • Maintain and improve internal knowledge base content, response playbooks, and escalation procedures • Champion the use of AI tools — including Claude Cowork and ChatGPT — to streamline support workflows, accelerate ticket research, and assist analysts in drafting high-quality customer communications • Identify opportunities to apply AI-assisted triage, response suggestion, and knowledge retrieval to reduce mean time to resolution • Establish team norms and guardrails for responsible, effective AI tool use in a regulated clinical environment • Stay current on emerging AI capabilities relevant to support operations and bring well-reasoned recommendations to leadership • Perform regular trend analysis on ticket volume, severity patterns, and recurring issues; surface insights to Engineering and Product to inform roadmap prioritization • Prepare and present support performance reports to senior leadership on a recurring basis • Drive continuous improvement initiatives that measurably improve team efficiency and customer outcomes