Role Description The Call Center Representative serves as the primary point of contact for patients, caregivers, and healthcare providers regarding durable medical equipment. This role is responsible for: - Handling inbound and outbound calls - Processing equipment orders - Verifying insurance eligibility - Troubleshooting delivery or billing issues - Ensuring a compassionate, efficient experience for all patients while strictly adhering to HIPAA regulations Qualifications - High School diploma or equivalent - 1–3 years of experience in a high-volume call center or customer service environment - Previous experience in the healthcare industry, specifically with Durable Medical Equipment (DME), pharmacy, or medical billing, is highly preferred Requirements - Answer a high volume of incoming calls from patients, doctors' offices, and hospitals regarding DME orders, supplies, and services - Accurately enter new patient information, prescriptions, and equipment orders into the company’s billing and order management system - Explain equipment usage, insurance coverage details, and rental vs. purchase options to patients in a clear, empathetic manner - Resolve customer complaints, investigate delivery delays, and assist patients with basic equipment troubleshooting or initiate repair/replacement requests - Verify patient insurance coverage, deductibles, and co-pays for requested DME (e.g., Medicare, Medicaid, and private commercial insurances) - Assist in gathering necessary medical documentation from physicians to obtain prior authorizations for specific medical equipment Benefits - Competitive pay - Full benefits: Medical, Dental, Vision & Life Insurance - Paid time off + floating holiday - 401(k) Retirement Savings Plan - Training and growth opportunities

Role Description As a Customer Support Representative, you'll be the frontline of our customer support efforts, providing assistance and resolving inquiries with professionalism and care. Your role is crucial in ensuring our customers receive prompt and effective support, contributing to their overall satisfaction and loyalty. You will continuously improve on the customer experience, working cross-functionally with our revenue, product, and engineering teams to deliver exceptional solutions. As a key part of our team, you’ll have the opportunity to make a real impact, ensuring our customers have a world-class customer support experience. What You'll Do: - Deliver high-quality customer support primarily via live interactions on phone and chat channels. - Assist customers and internal teams with inquiries, troubleshoot complex issues, and provide solutions with a focus on providing exceptional service. - Continuously build deep product knowledge by staying current on our quickly evolving product features and enhancements. - Track and update support tickets and activities in our CRM. - Work closely with our Sales, Customer Success, Implementation, and Product teams to ensure an outstanding customer journey. - Bring innovation and creativity to the role with a balanced focus on both quality and efficiency. Qualifications - 1 - 3 years of customer support experience. - Excellent communication and creative problem-solving skills. - Experience interacting with a high daily volume of customers by phone, email, and chat. - Experience in a fast-paced startup environment is a big plus. - Experience with Zendesk is a plus. Who You Are: - You communicate with confidence and patience. - You're innovative and solution-oriented. - You're passionate about helping others. - You’re naturally curious and proactive about learning. - You’re energized by frequent product launches and enhancements. - You thrive in a fast-paced environment and seek growth opportunities. - You sweat the details. Work hours & Schedule: - We’re looking to fill roles with start times of approximately 9 AM EST/6 AM PST to 1 PM EST/10 AM PST, with some flexibility based on team needs. - Holiday coverage is required as part of a rotating schedule. - Partial weekend coverage may be requested based on team needs. - We provide schedules in advance, and flexibility is key to supporting our customers effectively. Compensation Compensation range: $60,000.00 - 65,000.00 CAD. Our compensation ranges are built using multiple market benchmarks and reflect both the scope of the role and current market data. While many hires fall within the beginning to midpoint of the band to allow for growth over time, we tailor offers based on each candidate’s experience, seniority, and demonstrated impact. Benefits - 1st week of employment is mandatory PTO! - 1 Friday off per month (we call those our laundry days!) - Company-wide paid shutdown for the week between Christmas and New Years. - Flexible time off. - 80% employer-paid benefits in the U.S. and 100% employer-paid premiums for Extended Healthcare and Dental in Canada. - RRSP/401k match. - Generous Parental Leave policy. Perks - We host an annual company retreat with great team building activities. - Ample learning and development opportunities to continue growing your career. - Home office setup stipend. - Internet and phone allowance. - Remote first culture. - Weekly Friday paydays! Important Notice We’ve been made aware of an individual impersonating Roofr using a fraudulent domain: roofrr.com (note the extra “r”). Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses, instant messaging platforms, or unsolicited calls. Equal Opportunity Employer Roofr is proud to be an equal opportunity employer. We are committed to equal employment opportunity in the workplace regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.

• Provide frontline Customer Support in English and Portuguese (preference: Brazilian Portuguese) • Be the first in line for Customer Support, providing exceptional support via multiple channels • Work in support system, ensuring all queries are dealt with promptly • Collaborate with product, engineering and customer success teams to escalate problems • Track and develop FAQs to improve knowledge base • Take a proactive approach in improving processes for efficient operations

• Responsible for customer order fulfillment, open order management, service issues and resolution, while acting as primary liaison between customers, sales and cross functional departments. Generate weekly report for sales on open billable orders. • Review and maintain open orders to quickly resolve delivery blocks, billing blocks, and incomplete order status. Provide accurate documentation of all delays and changes made to an order. • Collaborate with Customer, Sales, Legal and Finance to support the New Account setup process • Work with 3PL, supply chain, sales as needed to manage customer expectations and ensure order fulfillment requirements are met and system records are updated. • Maintain Customer Equipment records and facilitate the upgrade process when appropriate. • Support Equipment Evaluation program and coordinate the shipment, return or purchase conversion with Sales and Customers. • Investigate and process Credits, Debits and Returned Goods Authorizations in a timely manner. • Facilitate trunk stock requests and conduct monthly trunk stock audits and reconciliation with sales. Generate monthly reports to leadership on reconciliation performance. • Ensure customer satisfaction by answering incoming/outbound calls and emails in a friendly, engaged and enthusiastic manner. • Review and respond to all emails with professionalism, accurate information and timely follow up. • Document customer interactions by recording details of any inquiries, requests or feedback per Standard Operation Procedures. • Maintains knowledge of and adheres to all processes, policies and procedures. • Escalates issues as necessary for guidance from others. • Work with Customer Service Management in identifying and documenting areas of process changes and/or improvements. • Other duties as assigned.