• Participate in a robust Customer Care Quality Management Program to include recommendations on audit frequency, scoring mechanisms, and technology used to ensure consistency in objectivity • Maintain expert level knowledge through required call/contact handling time to demonstrate competency in delivering, and therefore evaluating, superior service • Monitor internal and external customer contacts to ensure the correct and complete information is given and is readily available to Specialists in easy-to-use tools • Verify contact documentation is complete, correct, and clear, as well as categorized appropriately and correct process followed to ensure first call resolution • Ensure resources and technology are utilized efficiently by Specialists; identify improvements as needed, including assistance with business requirements and testing of enhancements • Meet and review evaluation outcomes with Specialists timely, providing collaborative and supportive opportunities to discuss successes and challenges • Ensure CCSs are utilizing time and queue management appropriately • Create and present assessments of the current state and recommendations to improve, people and processes, to Leadership using data to validate • Ability to travel to other campuses and training events • Other duties as assigned

• Manage and optimize workflows, triggers, automations, and CRM data integrity within GoHighLevel. • Handle ongoing website management and landing page updates. • Set up tracking and compile regular reporting using Google Analytics or similar tools. • Own the setup, testing, and scheduling of email marketing campaigns and regular newsletters. • Provide light copy support for blog posts and social media content. • Manage scheduling and ensure seamless coordination for external meetings. • Document new SOPs as systems evolve.

• Support Sales, Clinical Affairs, Program Management and Field Service to help ensure customer goals and objectives are aligned with the customer’s disinfection goals and objectives • Responsible for service of existing devices and supporting the execution of Tru-D warranty obligations • Identify, manage, mitigate and escalate service issues(s) • Execute repairs, troubleshooting and upgrades, including software, tablet and device • Perform annual preventative maintenance service calls • Provide training to new and existing accounts on Tru-D device operation and use of accompanying software • Develop and maintain strong relationships with customers to ensure high customer satisfaction and program effectiveness • Act as a point of contact for all customer, product-related enquiries • Monitor client performance with the use of internal Tru-D software tools and dashboards, Key Performance Indicators (KPIs) and reports to drive utilization • Provide liaison support to determine root cause, assess customer needs and supply solutions to the customer to improve their program • Assist and identify potential sales opportunities • Support the implementation of new and add-on devices • Support sales presentations, demos and trade shows as needed • Maintain accurate records and communication of Tru-D’s customer relationship and needs in Salesforce.com

• Manage a pipeline of continuous improvement initiatives that support the customer experience and operations excellence. • Analyze opportunities for improvement using techniques in Six Sigma and in Customer Experience Management. • Design new cross-functional processes and customer journeys, recommending a portfolio of initiatives with measurable impact. • Drive improvements by advising on design/redesign of customer journeys & processes with on-going mechanisms in place to listen and evaluate the evolving current state experience. • Design journeys from our customer’s vantage point in diagram/map deliverables, advocating for concierge service, and defining which priority attributes are Critical to Quality (CtQ). • Upon design, collaborate with VoC team members to establish methods to monitor the journey’s health long term. • Journey Map deliverables should guide BSAs and Digital Channel teams to design the digital CX and supporting technology changes for implementation. • Conduct process analysis on topics identified for deep-dive review by executive leaders, frontline focus groups, and/or VoC reporting. • Utilize data from customer insights, key performance indicators (KPI) and industry analysis to make data-based design decisions. • Design improved processes to accomplish a specific KPI(s) within (1) a single Department or (2) a cross-functional, enterprise level process. • Design new customer journeys required to support a new product, initiative, or change in business model. • Create and visualize customer experience and map customer journeys throughout the lifecycle, assessing the current state experience, capturing touchpoints and highlighting areas of friction. • Lead & facilitate ideation and concept explorations, as well as partner with Product, Call Center, Field Operations, Engineering, and other internal business units to define new customer experience designs. • Champion delivering a concierge customer experience to customers, peers, and various internal business partners. • Other duties as required or assigned.