• Respond to 70-90 phone calls per day, providing exceptional customer service in every interaction • Answer customer emails promptly, addressing their inquiries and concerns professionally • Assist other departments with policy procedures and adjustments • Help Pet Parents understand coverage and options, review claims, and maintain and adjust new and existing policies • Collaborate with team members to ensure a supportive and efficient work environment, sharing knowledge and resources • Handle emotionally challenging, intense, and stressful situations with grace and resilience • Performs other duties as assigned

• Resolve incoming support tickets via Zendesk — content updates, plugin issues, broken layouts, form troubleshooting, and more • Perform edits and updates on custom-coded WordPress sites (PHP, custom themes, no page builders) • Manage and troubleshoot hosting issues including cPanel, DNS records, SSL certificates, and domain configuration • Work with plugins including ACF Pro, Gravity Forms, Classic Editor, Yoast SEO, and Custom Post Type UI • Assist with Google Workspace administration tasks including user management, email setup, and permissions • Identify and escalate issues that require developer-level intervention • Communicate clearly and professionally with clients and internal team members when explaining technical issues in plain language

• You are the face (and voice) of the Front Office Technical team! 📞🦸‍♂️ • Solve puzzles involving broadband, mobile networks, TV apps, and those pesky remote controls. 📡📺 • Engage with customers via calls and chat—no dusty emails here! 💬 • Use high-tech tools like 'Dare' to find the perfect solution on the first try. ⚡ • Coordinate with on-site technicians or escalate complex cases to the second-line pros. 🛠️ • Turn a tech chat into a win-win by introducing customers to cool new products! 💰✨

• Support our 1:1 renewal and new client onboarding season by performing various quality control checks within cross-functional teams and processes. • Review intake requests for accuracy, either approving or denying as appropriate. • Support the billing staff by performing upfront quality control checks. • Support discretionary credits and allowances processes. • Utilize various systems as needed, primarily DG, Accpac Import, and exports. • Support internal/external audits as assigned. • Perform various cross-training functionalities as necessary. • Perform other duties as needed.