Role Description As an Advertising Support Associate specializing in Google’s Local Services Ads (LSA), you will play a pivotal role in guiding clients through the LSA onboarding and verification process. You will help maximize their digital presence, enhance overall marketing success, and strengthen the partnership between Scorpion and its clients. - Efficiently work with the team to launch and support the management of clients' Local Services Ads (LSA) profiles - Collaborate with Account Managers to identify and prioritize clients for LSA onboarding - Assist in collecting, tracking, and reporting data related to billing and other relevant metrics - Support Account Managers and clients through the LSA onboarding process, escalating issues as needed - Serve as a point of contact between Scorpion, Google, Pinkerton, Evident, and clients to maintain seamless communication - Address basic issues within the LSA process, escalating complex challenges to senior team members - Stay informed about industry trends, best practices, and developments in the LSA product space Qualifications - Bachelor's degree in Marketing, Advertising, Business, Communications, or a related field—or equivalent practical experience - 0-1 year of experience, including internships. Great for recent graduates or early-career professionals - Relevant certifications in digital marketing or Google Ads are a plus - Strong analytical and problem-solving abilities - Clear communication and collaboration skills - Hands-on experience with Google’s Local Services Ads and Google Business Profile (nice to have) Benefits - 100% employer-paid medical, dental, and vision insurance - Flexible paid time off, so you can rest, relax, and recharge away from work - Paid parental leave - Paid cell phone and service - Remote office allowance - Professional development and development courses - Regular manager check-ins to drive performance and career growth through Lattice Company Description Scorpion is the leading provider of technology and services helping local businesses thrive. We do this by helping customers understand local market dynamics, make the most of their marketing, and deliver experiences their customers will love. - We offer tools to know what’s going on with marketing, competitors, and customers. - We offer a unique blend of AI support and teams of real human people with local expertise committed to customer success. - Our technology and personalized tools bring everything together to help local businesses easily understand their unique business, market, and customer needs. - We put SEO, Reviews, Advertising, Email Marketing, Chat and Messaging, Social Media, Website, Lead Management, Appointment Scheduling, and more to work for local businesses. - We’re a technology-led service with a human touch.

Role Description - Lead, coach, and develop customer service team members by setting clear performance expectations, establishing goals, conducting performance evaluations, and providing ongoing feedback to drive engagement and productivity. - Foster a positive, collaborative, and accountable team environment that encourages continuous improvement and professional growth. - Ensure team members are effectively trained in customer service best practices, product knowledge, company policies, and internal systems through the development and maintenance of SOPs and training materials. - Act as the primary escalation point for complex customer inquiries and complaints, ensuring timely, professional, and satisfactory resolution. - Analyze customer feedback, service metrics, and operational data to identify trends and implement process improvements that enhance efficiency and customer satisfaction. - Support the organization’s transition from a traditional customer service model to a proactive, end-to-end customer experience approach. - Perform system and regression testing related to customer service processes and workflows to ensure system accuracy and functionality. - Coordinate and submit help desk tickets for system or equipment issues impacting team performance and follow through to resolution. - Monitor Microsoft Dynamics 365 (D365) data and system queries to identify errors and implement corrective actions, ensuring order-to-invoice accuracy and operational efficiency. - Collaborate cross-functionally with Sales, Accounts Receivable, Operations, and Distribution teams to ensure a seamless and consistent customer experience. Qualifications - Minimum of 3-5 years of experience in customer service or customer support roles. - At least 2 years of experience in a lead or supervisory role. - Demonstrated experience handling escalated customer issues and resolving complex service challenges. - Experience working with CRM or ERP systems and customer service platforms. - Bachelor’s degree in Business Administration, Operations Management, or a related field (preferred). - 5+ years of direct supervisory experience in a customer service or customer experience environment (preferred). - Experience in a manufacturing or distribution environment (preferred). - Experience with Microsoft Dynamics 365 (D365) or similar ERP systems (preferred). - Prior experience leading process improvement initiatives or participating in continuous improvement programs (preferred). Requirements - Strong understanding of customer service principles, customer experience strategies, and service recovery techniques. - Ability to lead, motivate, and develop a team in a fast-paced environment. - Strong organizational skills with the ability to manage multiple priorities and deadlines. - Proficiency in Microsoft Office (Excel, Word, Outlook) and reporting/analytics tools. - Ability to analyze data, identify trends, and translate insights into actionable improvements. - Ability to collaborate effectively with cross-functional teams, including Sales, Operations, Finance, and Distribution. - Adaptability and willingness to embrace change and support system/process enhancements. - Ability to define problems, collect and interpret data, establish facts, and draw valid conclusions. - Ability to manage complex customer situations by evaluating multiple variables and determining the most appropriate course of action. - Capable of balancing customer needs with business objectives to make sound, timely decisions. - Ability to develop and implement practical solutions to improve processes, efficiency, and customer satisfaction. - Strong critical thinking skills with the ability to anticipate issues and proactively address them. Physical Demands - Prolonged periods of sitting at a desk and working on a computer. - Walking through office and manufacturing environments, using appropriate personal protective equipment. - Ability to climb stairs, bend, stoop, and lift or move up to 50 pounds. - Standing, reaching, talking, seeing, hearing, and writing as part of day-to-day activities. Work Environment - The work environment is representative of those an employee would encounter in a normal office environment position with some exposure in the manufacturing and distribution center environments. - This position could travel up to 10% of the year, depending upon business needs. Key Performance Indicators (KPIs) - Timeliness and effectiveness of issue resolution, including escalation turnaround time. - Volume and trend of customer complaints and successful resolution rates. - Team productivity and service level adherence. - Employee engagement and retention within the customer service team. - Adoption and effectiveness of process improvements and system enhancements. - Data accuracy and quality within CRM/ERP systems. - Cross-functional stakeholder satisfaction with customer service support.

• Support administrative care management duties including member and provider outreach • Support healthcare initiatives and activities including educational and quality campaigns • Assist in scheduling care manager and member appointments • Respond to member inquiries, data entry and research • Support member non-clinical needs • Manage low-risk members for health-related social needs, education, and basic member outreach screenings/inquiries

• Provide support and service to members across Canada. • Problem solve effectively and contribute positively to a team environment. • Provide the highest level of customer service possible. • Participate in training and work flexible shifts (Monday-Friday, 8:00 AM – 9:00 PM AT).