Role Description We are seeking a dedicated and customer-oriented individual to join our team. In this position, you will play a crucial role in providing exceptional service to our members, ensuring their needs are met and their experiences are positive. - Assist members with inquiries and provide accurate information regarding services and products. - Resolve issues and complaints in a professional manner. - Maintain member records and ensure all information is up-to-date. - Work collaboratively with team members to enhance overall service delivery. - Promote new products and services to existing members. Qualifications - Previous experience in customer service or a related field. - Excellent communication and interpersonal skills. - Strong problem-solving abilities. - Ability to work in a fast-paced environment. - Proficient in using computer systems and software. Requirements - Experience in the financial services industry. - Knowledge of CRM software. - Fluency in additional languages.

• Serve as the point of contact for new client referrals and guide families through the intake process • Identify key information for each potential client and work closely with clinical directors and authorizations coordinators to determine eligibility for services • Obtain insurance benefit information by contacting the funding source and assist families with understanding their plan details • Collaborate effectively with cross-functional team members (i.e., Authorizations, Clinical, and Scheduling) • Enter referral information into all required databases and systems regularly • Engage prospective clients to complete all necessary paperwork required to commence services and follow-up to provide support • Follow all standard operating procedures related to the intake of new clients, as directed by team lead, manager and director • Answer and transfer incoming calls and messages as needed • Electronically file documents such as client reports and save to the appropriate, corresponding file • Additional responsibilities as requested by Intake/Clinical/Authorizations

Role Description As a Bilingual Contact Center Representative for John Deere Financial Inc., working remotely in Canada, you will: - Provide advanced product/service information and respond to complex customer questions about the product/service. - Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required. - Make calls (by telephone or in person) to allocated customers to develop new relationships. - Act as a first point of contact for resolving customer queries and complaints. - Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer. - Provide exceptional service to customers to encourage continued use of the organization's products/services. - Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct. - Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure. - Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. - Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education. Qualifications - Bilingual in both French and English. - AI and digital literacy – Ability to assess AI-generated content responsibly and use digital tools effectively while considering privacy, safety, and ethics. - Customer focus – Understanding customer needs and aligning support or solutions to meet those needs. - Relationship building – Establishing trust and rapport quickly with customers and stakeholders. - Communication skills – Leading effective service conversations, handling difficult customer interactions, and presenting solutions clearly. - Problem solving – Identifying client issues, understanding motivations, and finding practical solutions to challenges. - Adaptability – Adjusting thinking and work habits based on changing situations and customer needs. - Process awareness – Knowing when to escalate issues and understanding relevant policies and procedures. Requirements - Ability to lead without authority, working with guidance to influence and align stakeholders across functions and levels. - Strong communication skills, able to communicate ideas, requests, and plans clearly and effectively. - Ability to ask strategic questions to uncover needs, opportunities, and challenges. Education - Bachelor's Degree or equivalent level of work experience.

Role Description - Manage and resolve all escalated customer issues consistent with Sunrun guidelines, serving as the customer’s single point of contact. - Requires no oversight or instruction when directly interacting with executives in a professional and concise manner. - Begins forming positive relationships with important third parties, actioning feedback and highlighting Sunrun’s best practices and speedy resolutions. - Works directly with Staff Prevention SMEs to contribute to, and enforce, processes, training, and consequences based on customer escalation insights. - Deliver world-class customer experience for customers led by empathy and a “can do” attitude. - Set and achieve customer expectations through all points of contact, providing regular proactive communication on case and project status, timelines, and next steps. - Provide accurate and timely resolution to customer questions and requests, thinking outside the box about complex issues, providing a seamless customer experience with little or no handoffs between team members or other departments. - Work with customers and internal scheduling teams to schedule site visit appointments, ensure completion, and appropriate follow-up. - Obtain signatures on time sensitive and confidential documents. - Document all relevant information, customer interactions, findings, insights, and resolutions in accordance with standard processes. - Maintain a current understanding of all aspects of the solar journey, including, but not limited to, Sunrun agreement terms and obligations, billing, system and battery performance. - Maintain a current understanding of all resolution tools consistent with Sunrun guidelines. - Discuss customer feedback and solicit customer satisfaction feedback post escalation resolution. Qualifications - Strong knowledge of Escalations & Prevention processes and procedures. - Regularly receives five star ratings and/or consistent positive feedback from customers. - High school diploma or equivalent education; Bachelor’s degree preferred. - 5+ years of relevant work experience, preferably with customer success, project management, planning, and in-house legal department or coordination experience. - Excellent written and oral communication skills, and an ability to effectively explain complex issues to various audiences via email, conference call, one-on-one, and group settings. - History of working as a team to accomplish goals and fosters a collaborative and supportive environment. - Ability to work independently on multiple cases with minimal supervision in a fast-paced environment, and able to manage and prioritize multiple deadlines. - Must be comfortable interacting with all levels of management, building relationships across teams and with key stakeholders to facilitate the resolution of cases. - Strong proficiency with Google Suite, Excel, and PowerPoint; Salesforce knowledge preferred. - Excellent organizational and time management skills. - Meticulous attention to detail, passionate about diving into the “fine print,” and interested in learning and acquiring new skills. - You work best when given complete responsibility and ownership over issues, even if they’re new to you. - You dig in - there is nothing you’re not willing to learn and master - and you sweat the details. Requirements - Strong knowledge of Escalations & Prevention processes and procedures. - Regularly receives five star ratings and/or consistent positive feedback from customers. - High school diploma or equivalent education; Bachelor’s degree preferred. - 5+ years of relevant work experience, preferably with customer success, project management, planning, and in-house legal department or coordination experience. - Excellent written and oral communication skills, and an ability to effectively explain complex issues to various audiences via email, conference call, one-on-one, and group settings. - History of working as a team to accomplish goals and fosters a collaborative and supportive environment. - Ability to work independently on multiple cases with minimal supervision in a fast-paced environment, and able to manage and prioritize multiple deadlines. - Must be comfortable interacting with all levels of management, building relationships across teams and with key stakeholders to facilitate the resolution of cases. - Strong proficiency with Google Suite, Excel, and PowerPoint; Salesforce knowledge preferred. - Excellent organizational and time management skills. - Meticulous attention to detail, passionate about diving into the “fine print,” and interested in learning and acquiring new skills. - You work best when given complete responsibility and ownership over issues, even if they’re new to you. - You dig in - there is nothing you’re not willing to learn and master - and you sweat the details. Benefits - Starting salary/wage for this opportunity: $70,314.09 to $93,752.12. - Compensation decisions will not be based on a candidate's salary history.