• 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.

• Handle 40-50 inbound calls per day with compassion and empathy • Provide information and answer questions regarding services and orders • Accurately complete data entry tasks daily in a timely manner • Manage daily and monthly metric and KPI goals • Participate in virtual meetings with a professional, camera-ready presence

• Provide remote support for network setup, configuration, and troubleshooting (firewalls, switches, VLANs, IP addressing) • Assist with firewall policy updates, VPN support, and network issue resolution • Perform routine Windows Server administration tasks (Active Directory, DNS, DHCP, Group Policy support) • Support Microsoft 365 tenant administration, including: Microsoft Entra ID (Azure AD) user and group management • Basic identity and access management (IAM) tasks (password resets, MFA support, access assignments) • Reviewing sign-in logs, audit logs, and security alerts for troubleshooting and escalation • Assisting with conditional access policies (under guidance) • Lead Microsoft SharePoint initiatives, including: Planning and architecture of SharePoint environments • Implementation and migrations (on-prem / SharePoint Online) • Administration and ongoing management • Provide support across the Microsoft 365 ecosystem (Teams, OneDrive, SharePoint integration) • Troubleshoot end-user issues and escalate complex cases to L3 engineers when needed • Maintain clear, audit-ready documentation in ticketing systems and RMM platforms • Follow standard procedures for security, compliance, and access control

Role Description In this role, the Bilingual Customer Service Representative (B-CSR) provides excellence in customer service to our customers regarding order placement and issue resolution. We are proud to offer full-time remote work for our Bilingual Customer Service team; however, there is a requirement to be in office 2 days per month to meet with the Customer Service team. What will you do? - Responsible for several key customer service tasks including order entry and the resolution of customer issues and inquiries. - Empowered to build relationships with customers by “owning” customer issues, being responsive and proactive, and consistently providing a high level of customer follow-up and service. Qualifications - High school graduate - Previous customer service or call centre experience is a strong asset - Capable of handling a large volume of calls while maintaining professional and efficient service - Ability to think problems through and recommend creative solutions to nonstandard customer issues - Excellent communication and interpersonal skills - Demonstrated ability to work in a team environment - Ability to communicate effectively (verbally and written) in a professional manner with K&F customers and internal K&F departments - Strong computer skills (Microsoft Office applications) - Must be able to work independently with limited supervision - Proactive nature, high attention to detail, and takes initiative Requirements - This position offers a salary range of $48,447 - $56,243. The final salary offered to the selected candidate will be determined by factors including location, relevant experience, skill level and education. How to Apply If you are interested in applying, please submit a résumé and any other relevant documentation to: recruitment@kohlandfrisch.com . Please ensure you specify the job title, Customer Service Representative in the subject line of your email. As part of our recruitment process we may use AI for initial screening and assisting in evaluating candidate qualifications. All final hiring decisions will be made by our recruitment team. Kohl & Frisch would like to thank all applicants for their interest. All applicants who receive interviews will receive an update on their application status within 45 days of applying. We value your interest in joining our team and strive to provide a timely, transparent hiring experience. Kohl & Frisch Limited welcomes applications from individuals with disabilities and provides accommodations upon request for candidates taking part in the selection process.