• Provide confident and professional service to OSH patients • Follow current Prescription Refill policy • Remain engaged with patients without background distraction • Clear and precise documentation while on a call • Complete documentation for all patient requests prior to ending a call • Check the CareReq queue and ensure CareReqs are complete • Complete all tasks or requests that are within the scope and ability of the role • Schedule appointments for patients that may be off-cadence or are requesting an appointment • Arrange transportation for clinic visits • Aware of organizational goals and visibly strives to meet departmental metrics • Other duties as assigned

Title: Service Desk and Contact Center Modernization Architect Location: Any Location / Remote Full Part/Time: Full time Skills: Call Center, Customer Experience (CX), Intelligent Automation (IA) Certifications: None Experience: 15 + years of related experience US Citizenship Required: Yes Job Description: GDIT is seeking a senior-level Service Desk and Contact Center Modernization Consultant/Architect to support digital transformation initiatives across federal public sector environments. This role is focused on modernizing citizen and employee engagement through strategic adoption of AI, automation, analytics, and workflow optimization. Successful candidates bring deep experience from previously leading, deploying, managing, or architecting enterprise service desk and/or contact center technologies and can apply that operational knowledge to advise clients on modernization strategies, operating & costing models, and technology roadmaps. This role focuses on strategic advisory and architectural responsibilities and benefits from a strong understanding of operational delivery models. The position serves as a strategic advisor and solution architect responsible for helping organizations transition from traditional, human centric support models toward scalable, AI-enabled service delivery. Key Responsibilities - Assess current-state service desk and contact center environments, including people, process, technology, and operating & costing models - Design future-state support models emphasizing AI, automation, self-service, and workflow orchestration - Develop modernization roadmaps aligned to federal mission requirements, user experience goals, and operational efficiency objectives - Analyze client data to create value-based proposals demonstrating return on investment and measurable cost savings - Advise clients on reducing manual effort and repetitive support activities through intelligent automation and AI-driven solutions - Brief internal and customer stakeholders on the technologies and methodologies described in the required qualifications - Support capture and business development efforts such as responding to proposals, request for information and whitepapers - Evaluate and recommend technologies including: - Conversational AI/chatbots - Virtual agents - Intelligent routing - Knowledge-centered service (KCS) - Robotic Process/Agentic Automation (RPA) - Workflow automation platforms - Agent assist capabilities - Predictive analytics and reporting - Support transformation initiatives involving ITSM, customer experience, omnichannel support, and enterprise service management - Facilitate workshops, stakeholder interviews, and operational assessments - Convert operational pain points into scalable technical and process solutions - Produce architectural documentation, transformation strategies, business cases, and executive-level briefings - Collaborate with delivery teams, engineers, and client stakeholders to align solutions with mission outcomes and compliance requirements What Success Looks Like - Reduced dependence on labor-intensive support models - Increased automation and self-service adoption - Improved customer and employee experience - Faster resolution times and operational efficiency gains - Measurable cost optimization through AI-enabled transformation - Sustainable modernization strategies aligned to federal mission objectives - Demonstrated portfolio growth based on successful sales activities Required Qualifications - Bachelor's degree in Information Technology or equivalent experience - 15 or more years of related experience including 8 or more years of experience in service desk, help desk, contact center, or customer support environments - Demonstrated prior experience leading or managing enterprise service desk and/or contact center technological environment - Eligibility to obtain and maintain a Top Secret security clearance - US Citizenship - Experience designing or implementing AI and automation solutions within support organizations - Experience with modern contact center and ITSM platforms - Strong understanding of ITSM and contact center operational metrics, including: - Call deflection - First contact resolution (FCR) - Mean time to resolution (MTTR) - Self-service adoption - Customer satisfaction (CSAT) - Agent utilization/productivity - Average Handle Time (AHT) - Ability to assess and redesign support operating models for efficiency and scalability - Experience supporting federal government or public sector clients - Strong executive communication and client-facing consulting skills - Demonstrated experience owning/supporting a portfolio of work to include delivering to a cost model or owning P&L - Experience with platforms such as: - Amazon Connect, Lex, and Bedrock - Google CCAI, Vertex, Gemini - NICE CXone - FreshWorks - Genesys - ServiceNow, NowAssist, Moveworks - BMC Remedy and/or Helix - Microsoft Dynamics - Salesforce Service Cloud - Multifactor Authentication Solutions such as OKTA, Microsoft, ID.ME, RSA and/or CLEAR - Familiarity with Agentic and Gen AI-enabled support capabilities and copilots - Experience developing business cases or ROI\Cost models for automation initiatives - Understanding of federal compliance and governance environments Work Environment - 100%Remote - Travel: 10 - 25%

Role Description We’re looking for Call Centre Representatives to join our Co-op Legal Services team. In this role, you’ll make outbound calls to our partner’s customers to offer support and assistance on legal and financial matters. Our customer base will have recently been bereaved and facing a difficult time in their lives, so we’ll look to you to handle each call with empathy and provide excellent customer service. You don’t need any legal experience to get started as we’ll give you all the training you need, and we have clear progression opportunities within the team, providing a great opportunity to build your skills, and take the next step in your career. What you’ll do - Make outbound calls to potential customers (over 10 calls per hour) - Work towards performance targets relating to number of bookings and number of calls made - Accurately document customer details, updating records on our system - Explain and offer our services to clients in a clear and understandable way, handling each call with empathy and tailoring the conversation to the clients needs - Complete a variety of ad-hoc tasks to support the team - Send follow up information to clients following phone calls when required Qualifications - Experience within a telephony or a phone-based customer service role, and experience of working towards performance targets - Great communication skills, both written and over the phone - Good general IT skills, you’re comfortable using multiple systems at once - Emotional resilience and the ability to be professional even in difficult situations; you understand the difference between sympathy and empathy - The flexibility to adapt to change in a fast-paced environment Benefits - Competitive pay including additional shift allowances - Holidays starting from 30 days per year (including bank holidays) - 30% off Co-op branded products in our food stores - A pension with up to 10% employer contributions - Stream – a money management app that gives you access to a percentage of your pay as you earn it - Free employee assistance programme with extensive health, financial and wellbeing support - Access to credit unions for loans and savings, plus rental deposit loans and season ticket loans - Free eye tests every 2 years - On-site facilities including a subsidised canteen and free parking Company Description At Co-op, we’re owned by our members. And because we’re owned by you, we can do right by you. So when you join us, you’re not just taking a job, you’re joining a movement. We’re an organisation that puts people and communities first, and we’re powered by purpose. We want this to be a place where you can thrive. We’re building diverse and inclusive teams that reflect the communities we serve. We welcome applications from everyone and are committed to creating a workplace where colleagues can feel like they belong, supported by our inclusive policies and the ways we work. We’re proud to be part of the Disability Confident scheme and offer interviews to disabled candidates who meet the minimum criteria for a job. If you need any adjustments during the recruitment process, we’ll support you.

Role Description Für unsere offene Position als Kundenservice/ Call Center Agent (d/m/w) suchen wir dich! Starte im Sales Team und unterstütze die Kunden bei allen Fragen und Anliegen, die im Zusammenhang mit dem Autokauf auftreten. Außerdem leistest du einen wichtigen Beitrag zur Gewährleistung eines reibungslosen Ablaufes und eines hervorragenden Kundenerlebnisses unseres Autohero Retail Departments. In dieser Abteilung ermöglichen wir unseren Kund:innen ein unvergleichliches online Autokauf-Erlebnis. - Fungiere als erster telefonischer Kontakt und stehe deinen Kunden für allgemeine Anliegen zur Verfügung - Entlaste unser Sales Team, indem du Kundenanfragen abseits des Verkaufsprozesses bearbeitest - Recherchiere in enger Zusammenarbeit mit Kolleginnen und Kollegen aus anderen Abteilungen den aktuellen Stand der Aufträge und sorge für eine reibungslose Customer Journey - Erreiche deine persönlichen Ziele und die Ziele des Teams in Bezug auf Qualität und Quantität - Du trägst dazu bei, dass Kunden schnellstmöglich ihr neues Auto erhalten - mit unserem einzigartigen Glastruck und direkt vor die Haustür! Qualifications - Erste Erfahrungen im Bereich Dialogmarketing / Callcenter oder in der Privatkundenbetreuung - Du hast Spaß am Telefonieren und verfügst über eine strukturierte, zuverlässige sowie lösungsorientierte Arbeitsweise - Teamplay und Hands-on-Mentalität zeichnen dich aus - Du bringst eine positive Grundeinstellung und ein gesundes Engagement mit, selbst gesteckte Ziele zu erreichen - Fließende Deutschkenntnisse in Wort und Schrift - Englischkenntnisse sind von Vorteil sowie ein sicherer Umgang mit den Google Workspace Tools (Sheets, Gmail, Calendar etc.) Benefits - Deine Work-Life-Balance und dein Wohlbefinden sind Teil unserer Unternehmenskultur, daher bieten wir dir nach Absprache bis zu 100% Remote Work innerhalb Deutschlands an! - Moderne IT-Ausstattung & IT-Support - Attraktives, marktgerechtes und leistungsförderndes Gehalt - Wir schätzen eine offene Kommunikation und gute Ergebnisse mehr als einen Dress Code - Deine persönliche Entwicklung ist uns wichtig - von Anfang an bieten wir dir individuelle Trainings und Coachings - Rabatte auf namhafte Marken und Vergünstigungen auf unseren gesamten Fahrzeugbestand für dich, deine Familie und deinen Freundeskreis Company Description Wir als Autohero, der innovative Online Shop für geprüfte Gebrauchtwagen, sind Teil der AUTO1 Group, Europas führender Plattform für den Automobilhandel. Unsere innovative Plattform ermöglicht es Kunden bequem, sicher und transparent hochwertige Gebrauchtwagen online zu kaufen. Wachse über dich hinaus und gestalte die Zukunft des Autohandels mit uns. Wir leben eine offene Kultur und setzen uns über Konventionen, wie dem Siezen oder einem Dresscode hinweg. Bei uns ist jeder Bewerber willkommen; unabhängig von Geschlecht, ethnischer Herkunft, Religion, Alter, sexueller Identität, Behinderung, oder anderen Diskriminierungsursachen.