Role Description Axon River is seeking Customer Service Representatives to join the team! CSRs will provide inbound or outbound call support to our various clients. CSRs are expected to provide exceptional customer service while following protocols and guidelines. They will use various web-based systems to answer customer inquiries. Essential Duties: - Answer customer inquiries with professional courtesy, giving exceptional customer service to each customer, based on client specific instruction. - Document each customer’s inquiry information into a database. - Verify customer’s information, making corrections and updates as needed. - Actively listen to recognize opportunities to offer additional information to callers, ensuring the caller and client has received the best customer service experience possible. - Follow-up with callers as necessary. - Use statistical contact center data to make improvements to performance. - Outbound calling for surveying to obtain client specific information. - Shift and Schedule adherence. Qualifications - High School Diploma or GED. - Knowledge of how to operate a computer, use internet search engines, and navigate multiple windows/tabs. - Prior call center or customer service experience highly desired. - Effective verbal and written communication skills. - Ability to multi-task, operate a computer, and utilize specialized telephone systems. - Ability to sit for extended periods of time. Requirements - Must have the ability to provide a non-cellular high speed internet service such as Fiber, DSL, or cable modems for a home office. - Must be able to meet the minimum internet speed requirements for specific program. - Hotspots, satellite and wireless internet service is NOT allowed for this role. - Willing to use webcam or video features during training and production. - Successful completion of pre-hire testing. - Successful completion of background check is required for this position. - Must be able to provide proof of education such as high school diploma, GED, or college transcripts/diploma. - Must be able to provide proof two valid, in date forms of ID. Company Description All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

• Monitor and manage the founder's email inbox; triage and prioritise daily action items • Draft email responses and compile a daily review list for founder approval before sending • Monitor the wholesale inbox and draft outreach/responses for wholesale leads and partnerships • Manage calendar, schedule calls, and coordinate follow-ups • Help keep the founder organised, focused, and ahead of deadlines • Handle customer enquiries via email, SMS, and any live channels within defined SLAs • Use Shopify Admin to investigate orders, fulfillment statuses, and customer history • Resolve issues with empathy, speed, and brand-aligned communication • Coordinate with store teams and fulfillment to close cases end-to-end • Maintain and update macros, FAQs, and lightweight SOPs • Identify recurring issues and flag them with suggested fixes • Provide a daily summary of volume, themes, and escalations

• Answer phones, chats, emails, and process tasks to solve agency issues, questions, or concerns. • Create new and renewal of insurance invoices. • Obtain, stamp, and organize documentation required by states and/or carriers. • Issue notices of cancelation and non-renewals in accordance with state specific guidelines. • Solve and/or correct agency request discrepancies or processing errors. • Evaluate documentation and information to determine compliance with regulations or standards. • Handle confidential information with tact and discretion. • Partners with other departments, agents, and carriers to resolve issues and address needs. • Follow Standard Operating Procedures for all tasks performed and provide feedback to Leaders for revisions. • Reflect a positive attitude toward others. • Cross train with peers and other departments.

• Lead and scale a high-performing team of Technical Support Analysts • Own ticket backlog, CSAT, Service Level Agreements, and Average Resolution Time • Champion AI usage and automation to enhance customer support • Analyze Support Ticket volumes and quality trends • Own the onboarding plans for new Technical Support Analysts • Train and develop the team's technical expertise • Collaborate with Product, Engineering, Customer Success, Data Engineering, and User Education • Manage the rollout for large feature releases • Project manage the implementation of global Customer Support team • Champion the adoption and integration of AI-driven tools and automation solutions