• Coordinate and dispatch attorneys for high-volume daily hearings • Manage scheduling changes, cancellations, and urgent coverage gaps • Confirm assignments and ensure accurate, full coverage • Communicate with attorneys and clients to ensure seamless service • Conduct outbound calls to schedule hearings and support client needs • Track metrics, maintain scheduling data, and support reporting • Partner with internal teams to improve processes and execution

• Coordinate and dispatch attorneys for high-volume daily hearings • Manage scheduling changes, cancellations, and urgent coverage gaps • Confirm assignments and ensure accurate, full coverage • Communicate with attorneys and clients to ensure seamless service • Conduct outbound calls to schedule hearings and support client needs • Track metrics, maintain scheduling data, and support reporting • Partner with internal teams to improve processes and execution

Role Description The Online Customer Service III (CSR) provides exceptional customer service to all CRL customers and reports to the Team Lead. Through the detailed understanding of all CRL products, the CSR offers solutions and facilitates a unique experience for all internal and external customers. The CSR will be engaged and collaborate with the team through Communication, Respect, and Loyalty to best serve the customer. In addition, resolves products and service problems, processes orders, and serves as an ambassador (customer advocate) between customers and CRL. Qualifications - Completed 9 months of CRL customer service experience in Core Products - Maintained 9 Calls/Hour for three consecutive months - Maintained Error Percentage in good standing for three consecutive months - Satisfactory demonstration and understanding of Core Products - Satisfactory demonstration of all Entry programs and processes - Satisfactory demonstration of “after the sale” problem resolution skills - Advancement to Customer Service Representative Level II - Online Customer Care Requirements - Maintain at least 40 email replies per day from Askus Mailbox (crl@crlaurence.com). Maintain email resolution time between 24-48 hours. - Convert Quotes to orders as requested in Askus mailbox or B2B pending requests. - Maintain inquiry replies within 24 hours for Website Pending Requests – B2B Online Support Information Center. - Maintain inquiry resolution within 24-48 hours. - Maintain EN69 Web Order Review. SLA is to convert web order within 30 minutes of order being placed on website. - Maintain IQ02 Customer Service P&C file. SLA is to respond, forward or assign P&C to appropriate department within 30 minutes. - Process, release, update, and delete all approved SHORTAGE01 orders in IQ02. - New Account set up for United States and Canadian accounts. Respond to or approve new account applications within 24-48 hours. - Assist customers with website issues through ASM Assisted Sales Module as well as SAP Back Office. - Issue Cherwell IT tickets or Website Submission Form to report failed functionality on beta.crlaurence.com and Tandem. - Respond to Dealer Requests within 24 hours. - Assist PGS or Customer with locating Web Orders in B2B Online Support Information Center or EN69 Web Review. Benefits - Benefits that benefit you – industry competitive benefits at the lowest cost to the employee - Work-life balance – PTO and holidays, including floating holidays you can choose - Compensation that rewards your hard work – A pay-for-performance culture with potential for annual raises and bonuses - Training – We will equip you with the knowledge and skills you need to succeed Position Pay Range $27 — $35 USD

• Recruit, train, and mentor a high-performing customer care team. • Foster a positive and collaborative work environment to ensure team success. • Develop SLAs and monitor team performance through KPIs and provide regular feedback for improvement. • Oversee day-to-day operations of the customer care department. • Respond to regular and escalated customer inquiries and complaints through various channels (email, phone, chat, social media). • Develop and maintain customer service policies, scripts, and protocols. • Identify and implement process improvements to enhance customer satisfaction and efficiency including implementation of self service and automation systems. • Collaborate with the operations team and OTM brands to address common customer pain points, such as shipping delays or returns. • Monitor customer feedback trends and liaise with merchandising, marketing and exec teams to share insights that can improve products, policies, and overall experience. • Oversee customer service software (Gladly) tools and ensure they are optimized for team performance and being leveraged for automation and self service. • Generate and analyze customer service reports to inform decision-making. • Serve as a brand ambassador by ensuring all communications reflect our values and tone. • Work with marketing to address social media comments, reviews, and public queries. • Take lead on assigned projects focusing on analyzing and solving key operational issues outside of the typical customer care remit. • Liaise with the executive team and work cross-functionally on special projects as they are assigned.