• Support Cyclers and prospective Cyclers via email across a wide range of topics, including app functionality, subscriptions, devices and integrations, and shipping/logistics • Independently troubleshoot complex user issues, particularly those involving connected devices, app behavior, and integrations—owning each case from first contact through resolution • Manage and prioritize multiple conversations, ensuring timely follow-ups and no detail falls through the cracks • Navigate multiple tools and communication channels (including Slack) to track updates, gather information, and collaborate on ongoing user cases • Communicate in a way that is warm, clear, and efficient—balancing empathy with precision • Follow established processes while confidently adapting to edge cases and new scenarios • Meet individual and team performance goals, including volume, CSAT, and response times • Capture patterns, recurring issues, and insights to help improve our product and internal workflows • Maintain up-to-date knowledge of our product, systems, policies, and ongoing initiatives

Mental Health Specialist II Location: Remote, New Jersey, United States Job Description: Recruitment/Posting TitleMental Health Specialist II - Per diem - NJ Hopeline Job CategoryStaff & Executive - Healthcare DepartmentUBHC - NJ Hopeline Overview Rutgers University Behavioral Health Care (UBHC), established in 1971, offers a full continuum of evidence based behavioral health and addiction services for children, adolescents, adults, and seniors throughout New Jersey. UBHC’s 1,060 experienced behavioral health professionals and support staff are dedicated to treatment, prevention, and education. UBHC, one of the largest providers of behavioral health care in the country, has a budget of $260 million and has 15 sites throughout New Jersey. Services are readily accessible and include: inpatient, outpatient, partial hospitalization, screening, crisis stabilization, family/caregiver support, community outreach and case management, supportive housing, supported employment, prevention and consultation, employee assistance programs, and a licensed therapeutic school from preschool through high school. Specialty services include the New Jersey suicide prevention helpline and peer help lines for police, veterans, active military, teachers, mothers of special needs children and child protective service workers. In FY2016, UBHC treated 16,199 consumers, had 24,502 admissions, and touched the lives of 19,441 individual callers through peer support. In addition, UBHC is the primary mental health training resource for the New Jersey departments of Human Services, Children and Families, and Corrections, delivering 16,000 trainings each year. Posting Summary Rutgers, The State University of New Jersey, is seeking a Mental Health Specialist II (Per Diem) for the NJ Hopeline within Rutgers University Behavioral Health Care. Performs functions in support of the Unit’s mission providing streamlined, prompt, and “customer friendly” services to clients of the 988 Lifeline Services. Receives telephone, chat and/or text requests for service, undertakes assessment of the service need of the client and responds by offering support and appropriate referrals or disposition. Demonstrates competency in recognizing the unique needs of clients and applying relevant assessment and support skills with regard to a wide range of issues. Among the key duties of this position are the following: - Models for clients’ good communication skills, recovery-oriented living skills, effective coping skills, and self help strategies as observed by supervisor and as indicated by feedback from clients and team members. - Promptly accepts service requests, responds to incoming calls, chats and/or texts within prescribed timeframe, as observed by supervisor. - Maintains comprehensive and up-to-date knowledge of resources and programs used by the Center and Unit in order to provide guidance to clients and make appropriate referrals, as observed by supervisor. - Performs assessment and makes appropriate disposition as indicated by feedback from receiving program/referral; client satisfaction supervised observations, or other provider. - Collaborates effectively with other staff members and referral sources for disposition, as indicated by supervisory observation. - Documents all client contact information in accordance with departmental protocols and accurately and appropriately inputs data in unit’s informational system, as observed by supervisor. FLSANonexempt Grade99H Salary Details$25.30 Per Hour Minimum Salary15.92 Mid Range Salary50.00 Maximum Salary150.00 Offer Information The final salary offer may be determined by several factors, including, but not limited to, the candidate’s qualifications, experience, and expertise, and availability of department or grant funds to support the position. We also take into consideration market benchmarks, if and when appropriate, and internal equity to ensure fair compensation relative to the university’s broader compensation structure. We are committed to offering competitive and flexible compensation packages to attract and retain top talent. Benefits Rutgers provides a comprehensive benefits package to eligible employees. The specific benefits vary based on the position and may include: - Medical, prescription drug, and dental coverage - Paid vacation, holidays, and various leave programs - Competitive retirement benefits, including defined contribution plans and voluntary tax-deferred savings options - Employee and dependent educational benefits (when applicable) - Life insurance coverage - Employee discount programs Position StatusPer Diem Working Hours Standard Hours19.00 Daily Work ShiftRotating Work Arrangement This position may be eligible for a fully remote work arrangement. Union DescriptionTeamster Per Diem Payroll DesignationPeopleSoft Seniority Unit Terms of AppointmentStaff - 12 month Position Pension EligibilityNone Qualifications Minimum Education and Experience - Four (4) years of full-time paid experience in an appropriate mental health or human service field or a Bachelor’s Degree in a relevant mental health or human service field. Certifications/Licenses Required Knowledge, Skills, and Abilities Preferred Qualifications Equipment Utilized Physical Demands and Work Environment - This position demands standing, walking throughout the program space. - Lifting up to 20 lbs. - Handles phone requests under time and decision-making pressure. - Generally pleasant working conditions in a clean, well-lighted, and quiet to moderately loud setting. - Crisis intervention is a common occurrence. Special Conditions Posting Details Posting Number26ST0436 Posting Open Date Special Instructions to Applicants Regional CampusRutgers Biomedical and Health Sciences (RBHS) Home Location CampusOff Campus CityRemote StateNJ

• Provide support to academic and scholarly scientific, technical and medical publishing customers via phone, e-mail, chat, or customer service systems • Interface directly with Silverchair customers and build and maintain professional partnerships • Replicate customer problems and perform Tier 1 support • Document detailed support requests and customer interactions • Identify when a customer is at risk and raise it to relevant internal stakeholders • Leverage AI tools to enhance workflow efficiency and automate tasks

• Provide support across project planning and financial management, with a focus on organisation, accuracy, and attention to detail • Contribute to tracking budgets and keeping financial information up to date • Support the coordination of projects, maintaining clear communication with stakeholders and tracking progress effectively • Maintain accurate records and ensure work aligns with required standards and processes • Assist with reporting and administrative tasks, keeping documentation well organised • Support audits, submissions, and ongoing process improvements