Title: Customer Care Representative Marine Corps Wounded Warrior Call Center Location: Quantico, VA Job Description: KSA Integration is a Service-Disabled Veteran-Owned Small Business (SDVOSB) that provides business and management solutions through two core portfolios: (1) Warrior Readiness, and (2) Warrior Care. We are a rapidly growing government contractor that has built a reputation for focused customer service, on-time performance, and continuous improvement. To demonstrate this, KSA has been awarded the Inc. Best Workplaces, a prestigious list of businesses recognized for value placed on company culture, standout worker benefits, and the prioritization of employee well-being every year from 2019 to 2025. KSA also earned recognition on the Best for Vets List by Military Times from 2019 to 2025 and garnered the Department of Labor “Hire Vets” Platinum Medallion Award from 2021 to 2025. KSA Integration is currently hiring a Customer Care Representative (CCR) position for the following shifts: - 2nd Shift 4:00 PM-12:30 AM Sunday - Thursday/Tuesday - Saturday - Hybrid work is available (2 days per week). CCRs are the first contact for inbound calls, answer all incoming calls, conduct outreach calls, monitor social media, conduct interviews with Marines and/or family members, as well as assess the individual’s support needs. Based upon this assessment, the CCR will provide information and guidance toward applicable resources, benefits, and entitlements that will assist with the individual’s needs. The CCR will serve as a liaison between the Marine and the entity providing resource support to ensure positive contact is established and pertinent information is relayed to focus efforts and address the Marine’s needs. Equally important, the CCR shall fully capture the essence of the WII Marines’ concerns/issues and properly document the information in MCWIITS. WWCC CCRs will typically work in shifts supporting 24-hour operations with manning dictated by anticipated incoming call volume and availability of target population for outreach. CCR schedules are broken into three shifts to maintain 24/7/365 operations. Initial training is for two weeks in the Wounded Warrior Call Center from 9:00 AM-5:30 PM. Upon completion of training, employees will be scheduled for shifts referenced above. Requirements - Current Active Tier 3 (T3) or National Agency Check with Local Agency and Credit Checks (NACLC) Background Investigation. - Familiarity with the organization and functions of the United States Marine Corps. - Must be proficient in Microsoft Office 365. KSA Integration is an equal opportunity employer.

Role Description This is a remote position. Helpdesk Customer Service Agents, this role focuses on handling customer concerns, coordinating maintenance and repairs, and keeping clear communication with customers and service partners. A key part of the role is 10K maintenance outreach for stores, making sure vehicles receive timely service. Agents work independently while staying connected with the team to keep operations running smoothly. Essential Duties and Responsibilities (include, but are not limited to the following): - Assist customers through phone, SMS, email, and messaging platforms - Help customers with vehicle pickup and basic setup instructions - Make sure all required documents are completed and submitted - Update systems with accurate customer, vehicle, and service details - Receive and handle customer concerns such as vehicle issues, tire problems, or service requests - Schedule maintenance and repair appointments with vendors - Follow up with vendors to check repair progress and completion - Conduct regular 10K maintenance follow-ups for assigned vehicles - Handle 10K maintenance outreach for stores to ensure timely service coordination - Support customers with accident or claim-related concerns - Help review vehicle condition reports and assist with damage charges and payment follow-ups - Coordinate vehicle returns and assist with impound or towing situations - Support requests for vehicle swaps or upgrades - Follow up on pending repairs, parts, and service updates - Arrange towing services and confirm completion - Answer basic rideshare-related questions when needed - Communicate daily with customers, vendors, and service providers - Follow up on unpaid balances, help set up payment plans, and track payments - Keep records organized and ensure all tasks are completed on time Qualifications - Ability to work remotely and manage tasks with minimal supervision - Willing to join daily team check-ins for support and updates - Comfortable making outbound calls and following up with customers - Reliable internet, computer, headset, and phone for work use - Strong focus on customer service and problem solving Requirements - High school diploma or equivalent required - Additional education in business, communication, or customer service is a plus - Experience in customer service, helpdesk support, call center, logistics, automotive, or collections is preferred - Experience working with vendors or service providers is a plus Skills and Abilities - Clear verbal and written communication in English (Spanish is a plus) - Friendly, patient, and professional when dealing with customers - Ability to handle multiple tasks and follow-ups at the same time - Good organization skills and attention to detail - Comfortable discussing payments and setting up payment plans - Strong problem-solving skills and ability to think ahead - Able to work independently while being part of a team - Good at tracking tasks, deadlines, and updates - Proficiency in CRM systems, spreadsheets, and messaging tools

• Respond to customer inquiries via phone and Zendesk • Support customers with order tracking, charges, refunds, and disputes • Manage tickets efficiently while maintaining strong service quality • Meet performance targets across KPIs such as SLA, AHT, and First Call Resolution • Utilize Zendesk tools, workflows, and automation features effectively • Collaborate with Risk & Compliance and cross-functional teams • Support continuous improvement initiatives and adoption of new tools and AI workflows • Contribute to a positive, collaborative, and high-performing support environment

Role Description The Customer Experience (CX) Manager is responsible for leading and scaling the customer support operation at AptDeco. This role oversees CX Team Leads, CX Associates, and third-party outsourced support partners to ensure customers have an exceptional and seamless experience every time they buy or sell furniture with AptDeco. Qualifications - 5+ years of experience in customer support, customer experience, or operations management. - Experience managing customer-facing teams, including outsourced support vendors. - Strong written, verbal, organizational, and analytical skills. - Experience with customer support platforms, reporting, KPI management, evaluating and rolling out new CX technologies, and driving AI adoption within customer support operations. - Familiarity with AI tools, automation, and emerging technologies that improve CX team efficiency and customer experience. - A data-driven mindset with the ability to identify trends and turn insights into action. - Ability to manage complex escalations and improve operational processes. - Familiarity with G Suite and startup environments preferred. Requirements - A strong communicator and people leader. - Customer-focused, empathetic, and solutions-oriented. - Analytical and comfortable using data to improve performance. - Organized, adaptable, and able to thrive in a fast-paced startup environment. - Passionate about coaching, team development, and operational excellence. Benefits - Lead, coach, and support CX Team Leads, CX Associates, and outsourced support teams. - Lead hiring efforts for additional CX Associates and CX team members as business needs grow. - Assist with onboarding, training, coaching, and performance management. - Foster a strong customer-first culture aligned with AptDeco values. - Leverage AI tools to automate and simplify CX workflows. - Manage third-party support partner performance and SLA adherence. - Serve as the point of contact for complex customer escalations and sensitive issues. - Resolve high-priority customer concerns including disputes, damages, delivery issues, and payment escalations. - Own CX reporting and analytics including CSAT, response times, productivity, QA, and escalation trends. - Create recurring and ad hoc operational reports. - Identify opportunities to improve workflows, processes, and customer satisfaction. - Partner with Operations, Product, Engineering, Logistics, and Leadership teams to improve the customer experience. - Communicate customer feedback, operational insights, and process improvement opportunities. - Continue to be a brand ambassador of the company and demonstrate company values within the CX team and cross-functionally.