Role Description The Customer Support Representative is responsible for delivering exceptional service to customers by managing order inquiries, resolving issues, and supporting day-to-day account operations. This role works cross-functionally with internal teams to ensure accurate order processing, timely communication, and a seamless customer experience. - Daily Shorts - Contacting customers with shorts. Communicating with purchasing department on availability of shorts. - Customer Service calls including holiday closures, delivery delays, new product alerts/promotions. - Supporting Director of Corporate Accounts with day-to-day operations - Customer delivery requests, quality complaints and pickups, invoice and credit requests, spec sheet requests. - Assist with account onboarding and set up including; connecting with customers on delivery and contact information as well as delivery follow up. - Communication with different internal departments - Transportation, purchasing, production, QA and Sales Teams. - Pepper Management Centre - Supporting customers with our online ordering platform. Creating new promotions and assisting customers with Online ordering set up. - CRM data entry - ensuring CRM is updated daily with all customer communications. - Data entry into our ERP system Produce Pro; including, short shipments, RMAs, customer master file updates. Qualifications - 2+ years of experience in customer service or order management, preferably in a fast-paced environment. - Strong communication skills with the ability to handle customer inquiries, complaints, and service updates professionally. - Experience working cross-functionally with teams such as sales, production, transportation, and purchasing. - High attention to detail with proven ability to manage data entry and maintain accuracy across systems. - Experience with CRM and/or ERP systems (Produce Pro is an asset). - Strong organizational and problem-solving skills, with the ability to manage multiple priorities and resolve customer issues efficiently. Requirements - Job Type: Permanent Full-time or Permanent Part-time, 25-35 hours per week, adjustment pending on business need. - Probationary Period: 3-months or 480 hours, whichever longer. - Work Location: Remote. - Shift Requirement: Monday to Friday. - Compensation: $20-$22 per hour. Benefits - Group Benefits entitlement upon completion of probation time.

• Manage all incoming calls, emails, faxes and web-generated requests from pharmacies, beneficiaries, and prescribers. • Provide service-level standards set by CMS or by client; 80% of calls should fall within service level, less than 5% abandon rate and speed to answer should be less than 30 seconds. • Rejection support, including overrides. • Provide Coverage Determination status to clients including exceptions and appeals. • Administrative PAs- Document PA request inquiries, issues, status, and resolution in accordance with federal and department and company policies and guidelines. • Answer questions and recommend corrective services to address customer complaints, payment status, manual reversal requests, benefit and eligibility support, provider portal support and response to price appeals. • Report identified issues to the appropriate department, for investigation and correction, following the established procedure.

We are currently looking for a reliable and friendly Customer Service Representative to join our team. The ideal candidate will assist customers, respond to inquiries, and provide excellent support while maintaining a positive and professional attitude. Responsibilities: • Respond to customer inquiries via phone, email, or chat • Provide accurate information about company services • Resolve customer issues in a timely and professional manner • Maintain customer records and update information as needed • Work with team members to ensure customer satisfaction Requirements: • Strong communication and interpersonal skills • Basic computer and data entry skills • Ability to multitask and stay organized • Previous customer service experience is a plus What We Offer: • Competitive pay • Supportive team environment • Opportunity for growth

• Respond to inquiries from members, providers, and brokers, delivering timely, accurate, and high-quality service. • Phone will be the primary channel of communication, with some use of email and chat as well. • Manage the end-to-end lifecycle of inquiries, ensuring clear communication, thorough follow-up, and complete resolution. • Research and resolve issues related to benefits, eligibility, claims status, billing discrepancies, and cost-sharing. • Interpret plan documents, policies, and internal guidelines to provide clear and accurate guidance. • Initiate and track claims adjustments, reprocessing, or escalations in accordance with established procedures. • Identify root causes of issues, address underlying needs, and recommend process improvements. • Document all interactions in the CRM system (Salesforce) in compliance with HIPAA, privacy, and audit requirements. • Collaborate with cross-functional teams to validate data, resolve issues, and address systemic challenges. • Regularly work a schedule of 8:00 a.m. to 5:00 p.m. Central time, Mondays through Fridays. • Serve as an escalation point for complex or sensitive inquiries, ensuring effective and timely resolution. • Act as a subject matter expert, providing guidance on complex benefits, claims, and policy scenarios. • Lead cross-functional coordination to resolve high-impact issues and drive sustainable solutions. • Mentor and support team members through coaching, training, and knowledge sharing. • Contribute to quality assurance and continuous improvement efforts, modeling best-in-class service delivery.