• Respond to customer inquiries via email, chat, or social media in a timely and professional manner • Provide accurate information and support to customers to resolve their issues • Identify and escalate complex issues to Tier 2 support when necessary • Collaborate with other teams such as technical support specialists, support product specialists, and leadership to resolve customer issues • Record and maintain accurate customer information within our CRM systems (Intercom & Salesforce) • Meet individual and team performance metrics (KPI’s) such as first response times, first contact resolution rates, and customer satisfaction • Continuously improve your own product knowledge and remain up to date with our product, services and processes • Provide constructive feedback to the business and leadership team to improve customer support processes and procedures

Role Description The Customer Service Representative is responsible for receipt of new cases and ensuring proper system drafting and setup. The CSR also is responsible for taking direction and facilitating the case assignment/scheduling process. Dane Street’s success relies on individual and team contributions every day. We care for our customers, each other and Dane Street. It is the responsibility for all of us to maintain a positive working environment that promotes client satisfaction and results. Qualifications - An Associate’s Degree is preferred. Requirements - Intake new cases and review/verify information and requests. - Draft cases by entering information into the Dane Street system, AccessDS. - Work with client on any information missing pertinent to processing claim. - Sort, organize and create medical document listing if required by client, and in line with specific special handling. - Assign/schedule new cases to physicians for review based on location, reviewer availability, specific guidelines, jurisdictional requirements, and other client requirements. - Ensure that the assigned physician has no conflict of interest with the case assignment. - Monitor, process and track cases to ensure we meet deadlines. - Update clients frequently on cases in progress. - Communicate when there are questions on referral information to ensure proper documentation and information is provided to the assigned reviewer. - Ensure proper documentation for specified cases is provided to the client. - Other duties & special projects, as assigned and based on business needs. Benefits - Comprehensive benefits package designed to support well-being and peace of mind. - Medical, dental, and vision coverage for you and your family. - Voluntary life insurance options for you, your spouse, and your children. - Other voluntary benefits including hospital indemnity, critical illness, accident indemnity, and pet insurance plans. - Basic life insurance, short-term disability, and long-term disability coverage at no cost. - Generous paid time off policy. - 401k plan with a company match. - Apple equipment and a media stipend for remote workspace.

• Act as a professional problem solver, finding quick and effective solutions for customers. • Handle technical inquiries with patience and care, even in high-pressure situations. • Maintain meticulous records of issues and follow up until full resolution. • Communicate complex solutions clearly and confidently.

• Orientar e aconselhar os usuários através de múltiplos canais, oferecendo soluções personalizadas e eficazes. • Identificar problemas rapidamente e orientar os usuários para resoluções ágeis. • Manter registros detalhados de todas as interações com os clientes e das ações tomadas de acompanhamento. • Colaborar com outros departamentos da organização para fornecer soluções. • Identificar continuamente oportunidades de aprimorar os processos de atendimento ao cliente e fornecer feedback à gestão.