Role Description As the primary point of contact for CNIB and partner services, the Customer Care Specialist is responsible for professional and thorough customer service through inbound, outbound and email contact channels. - Independently assist customers, in a timely and accurate fashion, with telephone and email inquiries, through inbound and outbound channels. - Assist callers who are navigating sight loss by introducing them to Vision Loss Rehabilitation Canada’s programs and services. - Inform callers of the diverse range of CNIB services and programs ensuring to promote awareness of community service. - Assist callers with CNIB SmartLife products, sales, returns and investigating shipping concerns. - Provide potential donors with various ways to donate, information on fundraising events, and processing donations. - Assist CELA patrons with accessible library services. - Maintain an up-to-date awareness of CNIB and partner services, policies and procedures. - Interact with multiple systems simultaneously. - Able to de-escalate callers who may be emotional or navigate uncertain situations. - Resolve or escalate problems, handle conflict, and make effective decisions under pressure. - Openly receives and implements feedback to demonstrate growth in the position. - Contributes to team KPI targets, including call and email quality scores. - Maintains data integrity, privacy, productivity and quality standards. - Perform other duties as assigned. Qualifications - Able to perform all job duties fluently in English; Able to complete all duties fluently in French would be an asset. - Experience in developing relationships with customers. - Excellent interpersonal skills and positive attitude. - Detail oriented with excellent time management and organization skills. - Professional written and verbal communication skills. - Ability to multitask between high volumes of inquiries from varying channels in an efficient manner. - Proficiency with Microsoft Office applications and online resources. - Demonstrate knowledge and understanding of Salesforce or similar Client Relationship Management tools is an asset. Requirements - College Diploma or University degree preferred. - Minimum 2 years in relevant customer service field. - Previous Contact Center experience, including inbound and outbound calling and emails. - Personal or professional experience relating to blindness and sight loss. - Personal or professional experience working with assistive technology and/or accessible environments. Work Environment - Work flexible hours; Monday to Friday between 8:00am – 7:30pm Eastern. - Work in a remote capacity; Home office space must be secure and confidential. - CNIB is committed to accommodating applicants with disabilities and will work with applicants requesting accommodations at any stage of the hiring process.

• Respond to approximately 80 customer emails and text messages per day. • Handle time-sensitive inquiries related to payments, account concerns, product or service issues, and troubleshooting with professionalism and urgency. • Develop expertise in customer service tools and platforms, including customer management systems, ordering platforms, payment systems, and ticketing software such as Zendesk. • Collaborate with operations, technical, and other cross-functional teams to resolve customer concerns and service-related issues. • Identify recurring customer concerns and escalate trends to management when necessary. • Process refunds, credits, or promotional offers when appropriate to address customer concerns. • Resolve customer inquiries accurately and efficiently while maintaining a high level of customer satisfaction. • Engage positively with customers and help foster a strong customer experience.

Role Description The Healthcare Specialty Recovery Supervisor is a highly skilled, talented medical billing, revenue specialist with a strong knowledge of medical claims billing and recovery. They will play a key role in continual improvement of recovery processes, procedures, and staff development. - Monitoring staff and daily recovery efforts. - Responsible for driving recovery team’s daily productivity, ensuring team is adhering to goals and SLAs. - Program outreach as required, working with Providers and Networks as needed at the request of team members and Management. - Effectively collaborates with Management and teams to ensure departmental needs are met. - Communicates with team to ensure all production goals are clear, understandable, and achievable. - Work with Leadership to set production goals as needed to meet department expectations. - Provides feedback coaching and training to team members as required by management. - Occasional assistance with Audit Concept development and claims review. - Works with Healthcare Service’s leadership to ensure assigned areas are staffed appropriately to achieve recovery goals. - Assist in development and revision of team training materials as needed. - Contribute to development or enhancement of operational and recovery procedures, policies, and tools. - Advises Leadership of operational training gaps, staff development issues and other observations and areas of opportunity that may involve training. - Perform other duties as assigned. Qualifications - Working knowledge of recovery and revenue cycle management. - Strong knowledge of Medicare requirements and regulations. - Proficient in MS Office, MS Word, PowerPoint, and Excel. - Strong communication skills, both verbal and written, to assist recovery agents with escalated Provider and Network communications. - Ability to manage multiple tasks and priorities to meet department deadlines and expectations. - Proven experience in developing and maintaining a high performing production team. - Strong interpersonal skills that lead to positive interactions with staff, peers, leadership, and stakeholders. - Self-motivated, thrives in a fast-paced office environment while performing multiple tasks cohesively, with keen attention to detail. - Ability to work full-time and on-site or remote as needed to meet business needs. - Ability to adapt quickly and transition effectively to changing circumstances, client requirements, assignments, and business needs. - Ability to lead group activities and discussions that result in effective knowledge transfer, development, and desired business outcomes. - Strong critical thinking and problem-solving skills. Requirements - High School Diploma or GED required. - Bachelor’s degree in relevant field or equivalent combination of education and experience. - 3+ years of Revenue cycle or Recovery experience. - 3+ years in a Healthcare claims or revenue cycle management environment. - 2+ years supervisory experience in fast-paced production or call center environment. - Some college or training in medical terminology, billing, coding, or medical billing/Coding certificate. - Extensive experience with provider outreach and communication. Benefits - Work from anywhere in the US! Machinify is digital-first. - Top Medical/Dental/Vision offerings. - FSA/HSA. - Tuition reimbursement. - Competitive salary, 401(k) with company match. - Additional health and wellness benefits and perks. - Flexible and trusting environment where you’ll feel empowered to do your best work.

Role Description We're a remote travel team hiring a Travel Customer Service Representative to support our clients throughout every stage of their travel experience, from initial booking through post-trip follow-up. You'll be the voice of our team, handling inquiries, resolving issues, and making sure every traveler feels informed and taken care of. This is a fully remote position with flexible scheduling and full training provided from day one. Prior travel industry experience is not required. - Respond to client inquiries via email, phone, and messaging systems - Process itinerary changes, cancellations, and special travel accommodations - Provide accurate guidance on travel requirements and agency policies - Conduct proactive check-ins with clients ahead of travel dates - Efficiently manage and resolve customer concerns with professionalism Qualifications - Customer-first mindset with strong communication skills - Experience in customer support, hospitality, or tourism preferred - Reliable, organized, and capable of multitasking - Comfortable navigating online systems and digital booking tools - Passionate about travel and delivering excellent service Requirements - Laptop or desktop computer - Reliable broadband internet connection - Smartphone for communication and updates Benefits - Work-from-home flexibility - Flexible hours - Training and mentorship - Growth opportunities within a growing travel company - Access to industry discounts and travel benefits - Positive and team-oriented culture