Role Description We are now looking to fill a Customer Care Specialist position. This position performs outbound calls to potential and current customers to provide updates and/or other relevant information on behalf of our sales specialists. This position will require working closely with our sales team to ensure accurate, effective and quality communication. - Make outgoing calls to current and/or potential customers to deliver important updates and communication throughout the course of their roofing claims or repairs. - Serve as Shamrock’s professional representative when dealing with customer communications: via phone, email, etc. - Possess strong knowledge of our roofing products and services to identify customer needs when communicating with them. - Document each call as per company and departmental policies and procedures. - Follow up with current and/or potential customers in a timely manner. - Apply a positive customer service attitude in interactions with all customers. Be able to establish a positive rapport. - Be patient and understanding in all customer interactions. - Communicate effectively and professionally in all forms of communication with internal and external customers. - All other duties assigned by supervisor. Qualifications - Bilingual a plus! - 1-3 years as a customer care specialist or representative experience. - Knowledge of spreadsheets (Shamrock uses Google Business Suite). - Great written and verbal communication skills. - Excellent goal-setting and motivation. - Good problem-solving, critical thinking, and decision-making skills. - Exceptional organization, time management, and multitasking abilities. - Good with computers and have a quiet environment to work from. - Keen attention to detail. Requirements - Full-Time Position. - Monday-Friday 8:00 am to 5:00 pm + an hour for lunch. - Compensation: $40k - $45k based on experience! - Medical/Dental/Vision Insurance after 30 days of employment. - PTO accrual after 30 Days of employment. - 401K after 6 months of employment. - As part of the hiring process, we like to conduct One Way Video Interviews. Benefits - Medical/Dental/Vision Insurance after 30 days of employment. - PTO accrual after 30 Days of employment. - 401K after 6 months of employment.

Role Description The Sr. Customer Success Manager (Sr. CSM) is a strategic role that serves as our number one customer and company advocate. The role displays superior customer management and consultancy skills, striving to become a trusted advisor to the customer. The Sr. CSM is passionate about the product, engaging customers, ensuring their happiness, and showing the value of the overall solution. The role has impeccable relationship skills and can create win/win environments for all parties they work with. The Sr. CSM will be responsible for having a solid knowledge of Verint Product Solutions and applying this knowledge in all aspects of the job. - Identify, create, and lead efforts for delivering value to customers by understanding customer strategic outcomes, business challenges, key KPIs and providing recommendations. - Create and deliver a success roadmap that aligns with each customer's unique business goals and objectives. - Drive product adoption, education, and usage across your portfolio to deliver meaningful business outcomes that ensure all contacts are Verint evangelists. - Collaborate with customers to increase their usage and adoption of our solutions to ensure they achieve their desired outcomes. - Be an expert on assigned Verint Product Solutions to speak and demo intelligently about the value and usage of the product. - Responsible for an ongoing assessment of the business value being delivered and acknowledged by the client that can be leveraged for renewals and business growth discussions. - Identify Expansion Opportunities to drive revenue growth. - Negotiate and close renewals with existing customers. - Own working with the customers to: Increase usage and adoption, ensure retention, and create an environment of customer delight. - Evaluate the health scores of our customers using tools like Totango and assign a health score to each customer. Document the rationale for each health score assigned. - Bring intelligent product feedback and recommendations from customers back to the product team. - Advocate customer needs/issues cross-departmentally. - Manage account escalations as needed. - Act as one of the functions echoing the voice of the customer within Verint, ensuring that customer feedback and needs are effectively communicated within the organization. Qualifications - Bachelor’s degree or equivalent experience - Minimum of 7-10 years of experience in a customer-facing role focused on Customer Success - A strong sense of urgency to perform actions quickly - Proven ability to drive continuous value of our product(s), with a passion for customers to help them succeed - Proficiency in quickly learning and understanding software, with the ability to effectively communicate and demonstrate their capabilities, whether in a presentation format or through direct demonstrations in a lab environment - A “do what it takes” mentality - Detail-oriented and a strategic thinker - Strong team player but a self-starter who can operate independently - Proficiency in managing diverse tasks concurrently, such as handling support escalation calls in the morning, conducting best practices calls during mid-day, and facilitating onboarding meetings in the afternoon, etc. - Ability to effectively and successfully handle customer service issues and conflict situations - Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations Requirements - Prior experience in closing renewals and/or professional services opportunities - Experience managing customers of various sizes and knowing how/why to manage them differently - Experience with Totango or other success platforms Benefits - MIN: 112K - MAX: 140K Company Description Verint Systems Inc. is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment based on race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. Verint operates in accordance with all anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices.

Role Description Trillium Health Resources has a career opening for a Member Services Support Specialist to join our team! The Member and Recipient Services Support Specialist provides non-clinical administrative support to the Member Services Department related to member mailings. The Member Services Support Specialist’s primary responsibility is to assist with returned mail based on state reporting requirements. The Member Services Department is often the first interaction with our agency; therefore, the specialist must respond to the mailing needs in a professional service-oriented manner and support the mailing coordinator in their work. The Member Services Support Specialist is directly supervised by the AVP of Call Center Operations. On a typical day, you might: - Collect, monitor and organize data needed for various databases, reports or reviews. - Represent the Call Center Department by participating in various cross-functional projects or tasks. - Process incoming and outgoing mail. - Monitor, sort and distribute emails and faxes. - Schedule and coordinate meetings, events, interviews, appointments, and/or other similar activities, which may include coordinating travel and lodging arrangements. - Prepare, transcribe, compose, type, edit, and distribute agendas and/or minutes of meetings. Qualifications - High School Diploma or GED and minimum of one (1) year clerical experience with some experience in a call center, member services and/or customer services. OR Equivalent combination of higher education/experience. - Must have a valid driver’s license. - Must reside in North Carolina. - Must be able to travel within catchment as required. - Preferred: One (1) year of work experience in behavioral/mental health, substance abuse and developmental disabilities. Benefits - Typical working hours: 8:30 am – 5:00 pm; flexible work schedules with some roles with management approval. - Work-from-home options available for most positions. - Health Insurance with no premium for employee coverage. - Flexible Spending Accounts. - 24 days of Paid Time Off (PTO) plus 12 paid holidays in your first year. - NC Local Government Retirement Pension (defined-benefit plan). - 401k with 5% employer match and immediate vesting. - Public Service Loan Forgiveness (PSLF) qualifying employer. - Quarterly stipend for remote work supplies. Company Description Trillium Health Resources is a Tailored Plan and Managed Care Organization (MCO) serving 46 counties across North Carolina. We manage services for individuals with serious mental health needs, substance use disorders, traumatic brain injuries, and intellectual/development (IDD) disabilities. Our mission is to help individuals and families build strong foundations for healthy, fulfilling lives. Every day, our work changes lives – from children thriving through early intervention and school-based therapies, to adults with severe mental illness living independently and contributing to their communities.

• Provides moderate to complex service to internal and external Customers • Resolves moderate to complex Customer inquiries and completes Customer service requests • Handles moderate to complex work assignments with minimal guidance • Utilizes experience and expertise in processing areas to meet turnaround times • Ensures secure handling of Customer data and meets Customer needs • Accurately documents Customer inquiries and actions taken • Acts as a resource for less experienced Colleagues and provides guidance • Attends training and serves as a team member on LEAN teams and special project teams