Company Overview Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today! Position Purpose: The Customer Service Representative (CSR) will provide outstanding service acting as the primary point of contact for customers regarding products and services related to client programs. Associates will provide callers with thorough service that builds relationships, resolves issues, and increases overall trust and satisfaction in client’s products and services. Job Requirements: • Professionally handle a high volume of incoming calls • Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers where applicable regarding products and services listed above • Ability to utilize and navigate multiple systems simultaneously • Be dependable and meet all attendance requirements • Resolve customer issues via one call resolution guidelines and/or escalated process • Meet or exceed company and client performance metrics • Maintain a balance between company policy and client benefit in decision making • Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers • Responsible for call disposition or compiling and generating reports as required • Ability to accept and embrace changes within the current business environment Qualifications: • 1+ years of experience in customer service required ideally, in the health care industry, degree or appropriate education may be substituted for experience • Stable work history • Professional appearance • Strong detail orientation and excellent communication/listening skills • Ability to pass all skill assessments including demonstrated experience with Microsoft applications • Bilingual (Spanish/English) skills a plus • Demonstrated passion for excellence with respect to treating and caring for customers especially senior citizens • Strong decision making and analytical abilities • Ability to identify customer needs and clearly articulate products and services • Schedule flexibility to include weekends, evenings, possible holidays and occasional overtime • Highly developed sense of integrity and commitment to customer satisfaction • Meet all attendance and dependability requirements • Ability to type a minimum of 30 WPM • Be a team player If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

• Lead client implementations from initiation through completion, ensuring understanding to scope, timelines, contractual commitments, and client expectations • Be the primary client-facing implementation lead, building relationships through responsiveness, and consultative support • Partner with Sales during pre-sale and post-sale phases to support solution planning, requirements clarification, and implementation readiness • Elicit, document, and translate our requirements into Business Requirements Documents, project plans, deliverables, and workstreams • Prepare executive summaries, status updates, flow charts, process maps, and other documentation to support partner understanding and delivery execution • Coordinate with Sales, Compliance, Product, Development, QA, Operations, and other internal partners to confirm feasibility, address risks, and support delivery • Manage risks, dependencies, scope changes, and implementation issues, driving resolution and escalation, while managing evolving needs • Maintain accurate project documentation, approvals, and delivery tracking in Salesforce and other internal systems • Conduct post-implementation reviews and contribute to process improvements, reusable tools, and knowledge-sharing efforts

• Manage CRM and ERP software implementation projects for clients with 5-500 users. • Participate in functional and technical working groups and progress meetings. • Identify business needs, document requirements, and ensure a smooth delivery through our Best Practices Playbooks while supporting clients through the implementation process. • Work closely with the Implementation Team, including Project Managers, Principal Consultants and Technical Services resources. • Design and deliver key stakeholder training on system configuration as well as end user training. • Basic project management tasks including the following: creation of onsite agendas, project task list follow up, escalation of issues to Project Manager & Leadership in order to keep the project within defined scope and timeline.

Job Title: Housing Implementation Specialist Grade: 23 Salary: $84,806 - $90,465 The Research Foundation for Mental Hygiene, Inc. (RFMH) is currently seeking a full-time Housing Implementation Specialist. The Specialist will provide training, coaching, consulting, and technical assistance to housing providers and supervisors across New York State (NYS) under HOST (Housing Ongoing Support and Training). This position is within I CONECT at the Center for Practice Innovations (CPI) and reports to both the I CONECT Director and CTI/HOST Supervisor, with oversight from the New York State Office of Mental Health (OMH). This position is a one year pilot, with the potential to be extended depending on funding. NYS has one of the most sophisticated, yet complicated, housing systems in the country. The day-to-day support services performed in OMH permanent supportive residential settings are essential to maintaining housing stability for people who face the daily experiences of living with psychiatric challenges - and want to live independent, productive and satisfying lives as members of the community. Residential service providers support residents in all areas of their lives - emotionally, physically, vocationally, socially. The Specialist with lead conversations and provide training sessions to support the work of residential staff members in NYS. I CONECT is seeking a strong, self-directed team player who is committed to person-centered, trauma informed, and culturally humble practices - and values a data-driven approach to behavioral health services. The Specialist will integrate cultural humility-based approaches to all conversations, training sessions, and consultations with housing providers and supervisors. The Specialist will work with the I CONECT Director and CTI/HOST Supervisor in overseeing the statewide implementation of HOST. This will include training, coaching, consulting, educating, technical assistance, facilitating learning communities - and developing tools / resources designed to ensure that identified housing providers and supervisors are well equipped to implement best practices as an intensive, evidence-based model of care coordination. Additionally, the Specialist will collaborate with staff in different units of CPI (e.g., data analysis, online assistance unit, content development unit, continuing education unit) to support the work. The Specialist must also possess leadership skills and the ability to work well with colleagues, welcome feedback and accountability from the management team. Duties and Responsibilities: - Leading or co-leading specific training efforts to support core competencies and best practices in the field of housing - Leading or co-leading specific technical assistance efforts (e.g., learning communities, quality improvement projects, etc.) to support implementation of core competencies and best practices in the field of housing. - Developing culturally humble training materials including online modules, webinars, and in-person training. - Developing culturally humble implementation tools for housing agencies, program leaders, supervisors, practitioners, and program participants, including implementation guides and practice-specific workbooks. - Supporting the director and CTI supervisor in conducting ongoing needs assessments. - Staying abreast of Federal, State, and Local policies and programs for people diagnosed with mental health and substance use, and other complex needs. - Staying abreast of the evidence-base around evidence-based practices, best practices, and emerging issues (e.g., new illicit drugs). - Traveling throughout New York State to provide in-person training and support. - Working with CPI's module development unit, subject matter experts, OMH, vendors, and others to ensure that new online training modules are developed and made available to learners. - Supporting the development of pre-and-post evaluations, surveys, and questionnaires for ongoing data collection. - Participating in the design and creation of marketing materials for learning community meetings, webinars, training sessions, consultations, and support calls. - Writing/editing newsletters, news briefs, and project summaries. Minimum Qualifications: - A Bachelor's degree and (6) years of experience in housing or a related field; a Master's degree and (4) years of experience; or a Doctorate and (2) years of experience. - Personal lived & living experience of mental health and/or substance recovery can substitute for education. - At least (2) years of experience facilitating training/workshops and providing technical assistance or consultation services to whole health supporters. - At least (2) years of experience providing and implementing evidence-based integrated treatment practices. - This position is fully remote, but the Specialist must reside in the NY Metro area (which includes NY, Connecticut, NJ, and eastern Pennsylvania) and be able to travel to in-state and on-site meetings as needed. - A valid driver's license. Able to participate in overnight, statewide travel as needed. Preferred Qualifications: - At least (1) year of experience supporting dissemination and implementation in diverse communities. - Mental health and/or substance use recovery lived or living experience. Work Location: 1051 Riverside Drive, New York, NY 10032 To Apply: Submit an application through our website at https://rfmh.applicantpro.com/jobs/. Please note only applications submitted through our website will be considered. The Mission of the Research Foundation for Mental Hygiene, Inc. (RFMH) is to promote the mental health of all New Yorkers, with a focus on providing hope and supporting recovery for adults with serious mental illness and children with serious emotional disturbances. Applicants with lived mental health experience are encouraged to apply. RFMH is deeply committed to supporting underserved individuals, organizations, and communities. To this end, RFMH is focused on implementing activities and initiatives to reduce disparities in access, quality, and treatment outcomes for underserved populations. A critical component of these efforts is ensuring that RFMH is a diverse and inclusive workplace where all employees' unique attributes and skills are valued and utilized to support the mission of the Agency. RFMH is an equal opportunity/affirmative action employer. The Research Foundation is a private not-for-profit corporation and is not an agency or instrumentality of the State of New York. Employees of the Research Foundation are not state employees, do not participate in any state retirement system, and do not receive state fringe benefits. Excellent Benefits Package. Affirmative Action/Equal Opportunity Employer - Disabled/Veteran, 41 CFR 60-741.5(a) and 41 CFR 60-300.5(a) compliant.