• Responsible for leading and developing a fast-paced customer service and dispatch support team • Oversee a team of Contact Center Representatives responsible for inbound call handling, service request intake, customer communication, and ticket management within ServiceNow • Serve as the primary point of contact between the Contact Center and other internal departments including Operations, Accounting, Technical Support, Project Management, and Sales • Supervise, mentor, and lead a team of Contact Center Representatives • Manage 5-9 Contact Center Representatives • Hire, onboard, and train Contact Center staff • Provide ongoing coaching, mentoring, and performance feedback • Conduct regular one-on-one meetings and team meetings • Monitor employee attendance, scheduling, and adherence to assigned shifts and break schedules • Foster a positive, professional, and team-oriented work environment • Address employee performance concerns • Oversee daily Contact Center operations including inbound calls, email management, and service ticket intake • Ensure accurate and timely entry of service requests into ServiceNow • Monitor workload distribution and staffing coverage to meet business demands • Develop and maintain operational processes and documentation • Analyze trends and provide actionable feedback to team members

• Efficiently manage a high volume of inbound calls in a fast-paced environment. • Access cardholder accounts to provide information about payments and benefits deposited by state or federal agencies. • Assist cardholders with inquiries regarding transactions and account statuses. • Listen actively to understand customer needs and offer clear, accurate information. • Process transactions efficiently via web-based applications and handle research requests with precision. • Maintain in-depth knowledge of company and client programs, policies, and technology. • Communicate in a warm, empathetic manner while ensuring confidentiality and compliance with all regulations. • Support team operations during peak times or absences to help maintain seamless service.

Role Description We are currently seeking a part-time Remote Scheduler to join our team. This is a remote position, meaning you can work from the comfort of your own home. As a Remote Scheduler, you will be responsible for managing and coordinating our printing projects, ensuring they are completed on time and to our clients' satisfaction. Key Responsibilities: - Schedule and coordinate printing projects, ensuring deadlines are met and quality standards are maintained - Communicate with clients to gather project requirements and provide updates on project status - Work closely with our production team to ensure smooth workflow and timely completion of projects - Monitor project budgets and make adjustments as needed to ensure profitability - Maintain accurate records and documentation of project details and progress - Assist with managing inventory and ordering supplies as needed - Collaborate with the sales team to develop project proposals and quotes for clients - Stay up-to-date with industry trends and advancements in printing technology Qualifications - Previous experience in project coordination or scheduling preferred - Excellent communication and organizational skills - Ability to work independently and manage multiple projects simultaneously - Proficient in Microsoft Office and project management software - Knowledge of printing processes and materials is a plus - Must have a reliable internet connection and a quiet workspace to work remotely Requirements - This is a part-time, remote position with flexible hours. - The contract will be for an initial period of 6 months, with the potential for extension based on performance. Benefits - Join our team at I-Print and help us deliver exceptional printing services to our clients across the country.

Role Description The Manager, Call Center is accountable for the leadership of the customer service functions of a dynamic team of dedicated calling staff. In this role, you will ensure consistent delivery of services, while optimizing the overall performance and productivity. This position oversees a team of Customer Service Representatives and is responsible for managing performance and productivity, including: - Leading and managing the performance of a team of up to 30 Customer Service Representatives. - Overseeing career development and performance management for the assigned team. - Serving as a mentor to Customer Service Representatives, enabling them to develop their abilities. - Managing performance for the assigned clients. - Ensuring timely action is taken to resolve issues related to customer performance. - Being the first escalation point for high touch customer care for patients. - Interfacing with appropriate team members and leadership to provide data-based process and actions. - Monitoring and reporting customer satisfaction levels to ensure compliance with service level agreements. - Participating in interviews and making hiring recommendations. - Collaborating with peers and support leadership to discuss activities, strategies, and initiatives. - Recommending suggestions for team and department improvement. Qualifications - High School Diploma/GED required. - Bachelors/Associates degree preferred. - 5 years of call center customer service experience. - 4 years of people management experience in customer service or a related industry. - Experience managing large teams (i.e., 20+ team members) required. Requirements - Strong leadership capabilities. - Demonstrated business consulting skills with the ability to forge relationships. - Self-starter, results driven, highly motivated, with a proven track record of exceeding objectives. - Exceptional communication skills. - Highly organized. - Ability to multi-task in a fast-paced environment. - Ability to work independently. - Demonstrated leadership competencies, with experience as an exceptional relationship manager. Benefits - Comprehensive medical, vision, dental, and life insurance. - AD&D, short-term and long-term disability insurance. - Sleep care management. - Health Savings Account (HSA) and Flexible Spending Account (FSA). - Commuter benefits. - 401(k) and Employee Stock Purchase Plan (ESPP). - Employee Assistance Program (EAP) and tuition assistance. - Fifteen days Paid Time Off (PTO) in the first year of employment. - 11 paid holidays plus 3 floating days. - 14 weeks of primary caregiver or two weeks of secondary caregiver leave.