Role Description We are seeking a proactive and customer-focused Customer Support Representative to join our team. In this role, you will be the first point of contact for our customers, ensuring a smooth and positive experience across multiple communication channels. - Respond promptly and professionally to customer emails regarding order status, product inquiries, and general concerns - Provide real-time assistance through Shopify live chat, delivering accurate and helpful solutions - Manage and respond to messages, comments, and inquiries on Facebook and Instagram - Maintain a high level of customer satisfaction through clear communication and problem-solving - Escalate complex issues when necessary and follow up to ensure resolution Qualifications - Hands-on experience with Shopify, email support systems, and social media platforms (Facebook & Instagram) - Strong written English communication skills - Solid customer service mindset with the ability to handle inquiries efficiently and empathetically - Good organizational skills and attention to detail - Comfortable using computers and learning new tools quickly Requirements - Availability between 6:00 AM – 10:00 PM EST (flexible scheduling within this window) Preferred Qualifications - Female candidate - Pet owner or someone who enjoys working with pet-related brands/products (a plus)

• Handles a large volume of inbound calls • Makes outbound calls related to self-pay follow up on accounts • Assists patients with requests for information and complaints • Resolves billing concerns and assists patients with MyChart • Reviews accounts to determine insurance coverage and corrects any missing or inaccurate information • Discusses patient responsibility including educating on claim processing • Interacts with patients about payment options and sets up payment plans • Communicates clearly and professionally in both oral and written communication • Ensures compliance with privacy, HIPAA, and regulatory requirements

• Conduct outbound calls to restaurants, bars, and hospitality businesses • Introduce the healthcare membership program professionally • Answer basic questions about the service and membership model • Build rapport with business owners and decision-makers • Assist in identifying potential member interest • Help schedule follow-up calls or meetings when applicable • Research businesses and identify decision-makers • Gather and verify contact information • Maintain organized lead and outreach records • Update spreadsheets and internal tracking systems • Document customer interactions and call outcomes • As the project evolves, may include appointment setting and follow-up outreach campaigns

• Handle incoming calls from patients, attorneys, insurance companies, etc. to resolve problems and answer questions • Be able to effectively listen and communicate revenue cycle outcomes or processes with caller • Be familiar with and understand payor and state rules and regulations and client information • Adhere to all company policies and procedures • Other duties as assigned