• Handle a high volume of inbound calls, assisting customers with managing their reservation • Update Traveler contact information, process payments, manage airline reservations, provide general information on itineraries • Take escalated calls, deescalating calls in a customer-centric environment • Communicate comprehensive information to travelers about products and policies • Document all customer interactions and call notes in assigned programs • Work across multiple platforms efficiently to handle and solution inbound calls (5-7 programs at one time - working across 3 screens) • Excel in a Values Focused environment: Open & Courageous Communication, Risk Taking, Emotional Maturity, Thriving In Change, Teamwork, Speed & Quality • Work in a metrics driven environment: Average Handle Time, After Call Work, Average Speed to Answer, Hold Time, Attendance, Adherence, Post Call Surveys, and values assessment • Attend all Team, Department, and Company meetings in a camera on environment

Role Description Gritter Francona is looking to hire a Customer Service Technician to support a contract with the Veterans Affairs. A Customer Service Technician will respond to technical issues escalated by customers. This position will act as a liaison between operations, the client, and Engineering/Development. You are able to respond to end user requests for assistance using existing manuals and scripted responses. Must be able to effectively interact with customers and be able to refer ongoing issues to the appropriate engineering support team. Qualifications - High school diploma or GED - Experience with problem solving, debugging, and providing solutions to technical issues - Ability to prioritize and execute tasks in a high-pressure environment - Experience working within a team-oriented, collaborative, agile environment - Highly self-motivated and directed with the ability to manage multi-discipline triage calls - Experience documenting and communicating work-arounds and solutions clearly Company Description

• Resolve inbound provider, customer, and patient inquiries • Support the team in achieving revenue targets, reducing customer churn, and ramping current accounts ​ • Responsible for ensuring the voice of the customer is being heard​ • Use email, chat, and phone to engage with requesters and resolve concerns within our service standard​ • Perform customer outreach to ensure electronic signatures and other documentation are received in a timely manner ​ • Build and maintain strong customer relationships ​ • Communicate Marble's product clearly to external and internal stakeholders ​ • Understand and implement customer satisfaction measures: NPS & satisfaction ratings of clients, client feedback messages, and other diagnostic tools to report satisfaction ​​ • Report on internal and external barriers and create action plans to resolve these barriers

• Supporting a live call queue during scheduled project hours. • Using company-provided equipment to access multiple systems and tools. • Handling back-to-back inbound calls involving complex fraud-related situations. • Following documented procedures to ensure accurate and consistent call handling. • Multi-tasking while on calls to collaborate with multiple levels of support to resolve callers’ concerns (Tier 2, Tier 3). • Managing emotionally challenging interactions while maintaining professionalism. • Communicating effectively in a fast-paced virtual environment. • Completing additional tasks and duties as assigned.