• Assumes responsibility for the effective and professional completion of call center representative functions • Receives customer telephone questions and complaints in a professional manner • Answers inbound calls in a timely manner • Responds to customer inquiries • Provides personalized customer service by responding to the needs of the customer • Manages and updates customer profile with the status of each customer • Coordinate with departments to achieve customer satisfaction • Build customer loyalty by meeting customer expectations • Evaluate problems of the customers and provide logical lasting solutions • File disputes for customers in accordance with Regulation E • Replies to all corresponding email • Assumes responsibility for establishing and maintaining effective coordination and working relationships with other departments and management • Keeps supervisor informed of significant problems • Corresponds with Fraud Department of potential fraudulent activity • Maintains effective working relations with the operations department

• Support HSN and help answer inbound customer calls • Assist customers by problem-solving and de-escalating unique situations • Promote products and improve sales while maintaining a high-paced call volume • Report to an assigned Customer Service Supervisor • Offer additional products on each customer interaction • Assist customers with questions while personalizing the experience for each caller • Calls may include confirming refunds, taking payments, placing orders, and analyzing account data • Opportunity for advancement and upward mobility across the entire QVC Group family of brands

• Manage enquiries from customers in a variety of channels, including email, phone, messaging, reviews and more. • Assist with investigation and resolution of all customer concerns, ensuring that each customer is satisfied with the outcome. • Receiving and handling complaints from Customers regarding Product issues or experiences. • Maintain an accurate record and log of all correspondence, discussions and resolutions. • Ensure positive customer experience throughout the business by identifying trends, resolving issues and exceeding customer expectations. • Liaise with stores to ensure that the Customer Care process is being followed with the ultimate goal to ensure every customer walks away happy with their issues resolved. • Maintain a deep understanding of our ingredients, products and their effect. • Support in the creation of reports on Customer trends for various departments and teams • Other responsibilities as needed from time to time - we work as a team!

Title: Customer Support Specialist -(Calgary, AB) Location: Calgary, AB Type: Full Time Workplace: hybrid Category: Customer Support Job Description: About Fullscript We’re an industry-leading health technology company on a mission to help people get better. We started in 2011 with one simple idea. Make it easier for practitioners to access the products they trust so they can deliver better care. That simple idea grew into a platform that powers every part of care. Today, more than 125,000 practitioners use Fullscript for clinical insights, lab interpretations, patient analytics, education, and access to high-quality supplements. Over 10 million patients rely on Fullscript to stay connected to their care plans and follow through on treatment. We build tools that make care smarter and more human. Tools that save time, simplify decisions, and help practitioners stay closely connected to the people they care for. When everything they need is in one place, they can focus on what matters most: helping people get better. This is your invitation. Bring your ideas, your grit, and your care for people. Join us and shape the future of care. About the Role: As a Customer Success Specialist, you will be at the forefront of delivering unparalleled service to practitioners and patients across North America. You'll serve as the primary point of contact, providing proactive assistance and personalized solutions to ensure the success and satisfaction of our diverse customer base. Your dedication to excellence will drive meaningful relationships, foster trust, and elevate the overall customer experience, positioning our company as a leader in the industry. Please note this position is only open to candidates living in or near Calgary, AB. While you will be working remotely - being within the Calgary "hub" allows for occasional in-person (IRL) collaboration & socialization with your team. Must be flexible to work every 4th weekend. **A quick note: Due to the high volume of applications, we’re not able to respond to phone or email inquiries about application status. If there’s a match, our team will reach out directly. What you'll do: - Collaborate with our practitioners and patients by phone, email, and live chat to identify opportunities to make every user successful - Troubleshooting issues and recommending or explaining product and service features that are best suited to the customer’s needs - Successfully resolving complex customer email and telephone inquiries through the use of multiple customer support tools and personal product knowledge - Building sustainable relationships of trust through open and interactive communication - Collaborating with your teammates to come up with new initiatives to surprise & delight our customers - Coordinating closely with your teammates to ensure support is covered during all business hours - Gathering trends in issues and feedback and reporting them to your supervisor - Working closely with the rest of the support team to ensure there is coverage during all business hours being a champion of Fullscript Your background: - Proven experience in customer-centric roles, ideally in retail or hospitality. - Passion for customer happiness and a positive, engaging demeanor. - Ability to multitask and excel in a dynamic environment. - Dedication to delivering excellence in every interaction. - Strong communication and organizational skills. - Embracing change and welcoming new challenges. - Enjoyment of collaborative teamwork. - Curiosity and a continuous learning mindset. - You must be flexible in scheduling to support customers across North America. - Familiarity with Gladly and SaaS productivity tools is a plus. The Perks - Competitive Compensation - Flexible Paid Time Off program - Fullscript’s RRSP match program - Stock Options - Customizable benefits package (medical, dental, vision) with HSA - Discount on Fullscript catalog of products for family & friends With room to make up to 6k in bonuses Why Fullscript Great work happens when people feel supported, trusted, and inspired. At Fullscript, we stay curious and keep finding smarter ways to make care better. We grow together, take on new challenges, and focus on impact. We put people first, work as a team, and leave egos at the door. What to Know Before You Apply We’re grateful for the interest in joining Fullscript. To make sure your application reaches our hiring team, please apply directly through our careers page. A quick note: Due to the high volume of applications, we’re not able to respond to phone or email inquiries about application status. If there’s a match, our team will reach out directly. All offers are contingent on successful background checks conducted in compliance with federal, state, and provincial laws. We use AI tools to support parts of the hiring process, including screening and reviewing responses. Final hiring decisions are always made by people and follow all applicable privacy and employment laws in Canada and the U.S.