• Manage a portfolio of clients within a mentorship program • Ensure organization of schedules, meetings, and records • Act as the point of contact between clients and internal specialists • Keep information and materials organized and up to date • Support the onboarding process for new clients • Monitor engagement and flag risks of discontinuation

Role Description This position is National Remote. You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. As a Senior Complex Customer Care Representative, you will deliver compassionate, high-quality service to 50–70 callers daily, always recognizing that each interaction represents a real person seeking help and guidance. In this dynamic role, you will manage inquiries across multiple Optum Financial platforms, including Directed Spend, Employer, and Commercial, requiring adaptability and mastery of diverse systems. You will complete training to support multiple lines of business and seamlessly transition between platforms in real time based on business needs, often multiple times in a single day. Beyond resolving complex issues, you will serve as a trusted resource and subject matter expert for your team, strengthening internal and external relationships. Your commitment to integrity and excellence ensures every customer and colleague feels valued and supported after speaking with you. This group is part of Customer Experience (CX): team’s focus; to reduce repeat callers, executive escalations and complaints. This role is pivotal to managing consumer distress. This position is full time (40 hours / week), Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 6:00 am - 6:00 pm MST. Mandatory overtime is required during peak season (first few weeks of January) may require weekend and evenings, per business need. Final shift will be assigned after training is completed. This will be paid on the job training, attendance is required for the first five weeks. The hours during training will be 8:00 am - 8:00 pm CST, Monday - Friday. - Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers - Handle escalated calls, resolving complex customer issues in a one-and-done manner - Transition between multiple Optum Financial platforms, including Directed Spend, Employer, and Commercial, several times daily based on business needs - Complete required training to support at least four lines of business and deliver consistent, high-quality service across all platforms - Answer incoming calls and identify the type of assistance needed (e.g., benefits and eligibility, billing and payments, authorizations for treatment, explanation of benefits) - Ask appropriate questions and listen actively to identify issues while documenting required information in systems - Assist customers in navigating websites and encourage self-sufficiency - Own problems through to resolution in real time or through timely follow-up - Research complex issues across multiple databases and collaborate with support resources to resolve escalated issues - Meet performance goals in efficiency, call quality, provider satisfaction, efficiency, and attendance Qualifications - High School Diploma / GED - Must be 18 years of age OR older - 1+ years of customer service experience analyzing and solving customer problems - First call resolution experience - Call center experience - Ability to attend training for the first five weeks during an 8‑hour shift, scheduled between 8:00 am - 8:00 pm CST - Ability to work full time (40 hours / week), Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 6:00 am - 6:00 pm MST. Mandatory overtime is required during peak season (first few weeks of January) may require weekend and evenings, per business need. Final shift will be assigned after training is completed. Preferred Qualifications - 3+ years of Customer Service Representative (CSR) experience OR 1+ years of experience in an office, call center, OR phone support role Telecommuting Requirements - Ability to keep all company sensitive documents secure (if applicable) - Required to have a dedicated work area established that is separated from other living areas and provides information privacy - Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service Soft Skills - Ability to multi-task and understand multiple products and benefit levels Benefits - Comprehensive benefits package - Incentive and recognition programs - Equity stock purchase - 401k contribution (all benefits are subject to eligibility requirements) - The hourly pay for this role will range from $20.38 - $36.44 per hour based on full-time employment Application Deadline This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

Role Description We are seeking a remote Customer Support professional to assist clients with reservation-related inquiries and general service needs. This role focuses on delivering high-quality customer support, gathering accurate information, and helping organize essential details for reservation preparation. The ideal candidate is patient, detail-oriented, and able to work independently in a virtual environment. - Provide responsive customer support for reservation questions and service needs - Assist clients with gathering required details for reservations and trip coordination - Research basic accommodation, activity, and destination information as needed - Maintain accurate client records and update internal systems - Prepare and organize reservation details and related documentation - Communicate clearly and professionally with clients throughout the process - Coordinate follow-ups, scheduling, and status updates - Support the reservation workflow by confirming information and managing documentation - Perform general administrative and customer service tasks as assigned Qualifications - Strong communication and customer service skills - Excellent attention to detail and organizational abilities - Ability to work remotely with consistent follow-through - Comfortable using online tools, systems, and digital platforms - Previous customer service or administrative experience preferred - Dependable, professional, and able to manage multiple tasks Work Environment - Fully remote position - Flexible scheduling - Training and ongoing support provided Salary $45,000 - $65,000 a year Additional Information We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Company OverviewAt Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Department OverviewThis position is part of the Motorola Solutions Customer Support organization. This team will deal directly with our partners and customers and help them with licensing and account related issues related to Motorola Solutions Inc (MSI) products. It is a rapidly growing team with tons of career opportunities. The team values transparency, open communication, collaboration and customer first mentality. A key requirement is strong customer focus skills, along with the ability to instill this amongst the team members. Job DescriptionCustomer Support - Multi-Focus (Customer Service / Support), Individual Contributor. Reporting to a Customer Support Manager or Customer Support Team Lead. A Customer Support Analyst ensures critical customer issues are resolved or escalated in the most effective and efficient manner. Responds to customer inquiries or issues via phone, fax or email. May track product issues and escalate to appropriate functions for resolution. Success in this role is defined by a strong customer first mentality, a thorough systematic approach to troubleshooting, and the curiosity to learn about a diverse set of technologies. If you love to challenge yourself, enjoy getting to the bottom of issues and want to be part of a fast paced challenging environment, this opportunity is for you. Job functions are performed in a call center type environment. Experience 1 year with inbound call centers. Location: On premises, In office in Reynosa , Mexico. Responsibilities: - Research, collaborate and troubleshoot licensing and account related issues over the phone and digital mediums. - Think outside of the box and come up with creative solutions. - Lead with empathy, take complete ownership and show urgency when resolving licensing or account related issues. - Concisely document software, hardware, and network information in a case management system. - Provide an exceptional customer experience while taking incoming calls, emails, chats, and escalations. - Prioritize between tasks including inbound calls, existing case management, live chats, and email requests. - Continuously learn new skills, technologies & products, keeping up with MSI’s pace of innovation. #LI-DR2 Basic RequirementsEducation / Experience - Fluent and professional proficiency in English (100% written and spoken) is required. Proficiency in additional languages is considered a significant asset. - Prior contact center experience in a technical support or customer support environment is considered an asset. - Strong working knowledge of WIndows Operating System, Google Services - Experience working in environments using the KCS Methodology is considered an asset. - Education: High School Diploma, GED, Certificado de Preparatoria ( USA or Mexico ) - Experience: Minimum of 1 year with inbound call centers - Full-time availability - Availability to work onsite office in Reynosa Mexico - Experience working in an environment utilizing the ITIL Methodology. - Familiarity in a Tier 1 or Tier 2 Technical Support environment is considered an asset. Essential Skills - Strong problem solving, organizational and analytical skills with demonstrated ability to resolve customer issues in the shortest time with the highest quality. - Well developed interpersonal communication (written and oral) skills with the ability to document and explain complex technical problems and solutions to customers of all skill levels. - Ability to keep grace under pressure, multitask and prioritize based on business needs, provide timely updates and manage customer expectations and handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders - A self-starter who can work independently as well as collaborate effectively with team members with minimal supervision. Agile, resourceful learner with strong attention to detail. - Demonstrates a continuous learning mindset to absorb the technical details of an ever-evolving product line. Technical Proficiencies - Experience in working on a customer relationship management system - Experience with direct customer support over phone, live chat, email - Fluent and experienced with AI-enhanced productivity tools. Responsibilities may also include - Occasional weekend on-call rotation (Friday to Sunday). - Flexible working hours and shifts. Travel RequirementsNone Relocation ProvidedNone Position TypeExperienced Referral Payment PlanYesEEO Statement Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.