• Handle complex CX cases end-to-end through phone and email. • Be the human in AI-assisted retention when customer situations require empathy and context. • Support white-glove relationships for VIPs, consignment partners, rescues. • Set the quality bar for how Fi engages with its members. • Surface product and program insights to improve experiences for members. • Operate fluently in Zendesk and internal tools.

• Perform chat, email, and phone-based customer support • Perform technical support to assist customers in navigating and troubleshooting platform issues, leveraging AI tools to diagnose problems, surface solutions, and resolve issues more efficiently • Maintain a positive, empathetic, and professional attitude toward customers at all times • Resolve product or service questions and technical issues by asking clarifying questions, determining the root cause, selecting and explaining the best solution • Provide accurate, valid, and complete information to customers and internal stakeholders by using the right methods/tools • Provide product feedback and suggestions • Take on additional responsibilities and grow your career • Other operational and administrative duties as needed, based on business and customer needs

• Handle customer inquiries and provide information about cycling products and services. • Assist customers with product selection, order placement, and tracking. • Resolve customer complaints and issues in a professional and timely manner. • Process returns and exchanges according to company policies. • Ensure customer satisfaction through effective communication and follow-up. • Collaborate with cross-functional teams to address customer needs and improve service delivery. • Maintain accurate customer records and update information as necessary. • Stay up-to-date with industry trends and product knowledge.

Role Description The Customer Experience Representative (CER) is a customer-focused professional responsible for managing inbound, outbound, chat, and email customer interactions. This position primarily supports Healthcare Providers (HCPs) and Consumers by delivering accurate and effective responses to inquiries regarding pharmaceutical products and services. The CER uses approved reference materials, product training, and healthcare expertise to provide first-call resolution or escalate issues to the appropriate external departments. Key performance metrics, including call handling and quality goals, will be assigned and periodically reviewed by the VCloud Management Team to ensure consistent achievement or exceeding of these objectives. - Customer Interaction - Provide world-class customer service by managing inquiries to successful resolution through inbound, outbound, chat, and email interactions. - Build rapport with customers, maintaining strong internal and external customer relationships. - Pharmaceutical Product Support - Offer accurate product and disease state information within the guidelines of approved call scripts or standard FAQ responses. - Communicate specific product messaging effectively and consistently as required by the client. - Escalation and Compliance - Evaluate and escalate customer inquiries to external departments as appropriate. - Ensure adherence to all industry regulations, including adverse event reporting, product quality processes, and HIPAA compliance. - Documentation and Reporting - Accurately record customer interactions in the CRM system or escalation forms. - Manage all project work, including call handling and after-call documentation, within the assigned timeframe. - Training and Development - Complete and maintain all required training and acknowledgment logs within the specified deadlines. - Share suggestions, technical issues, and best practices with team members and supervisors. Qualifications - C2 – Mastery/Proficiency in English - C2 – Mastery/Proficiency in French, both verbal and written, with exceptional communication skills - Minimum of 2 years of previous call center experience; required. - Previous medical background experience, such as medical education, clinical/pharmacy work history, or medical call center experience; required. - Experience providing medical information and customer service to healthcare professionals; strongly preferred. - Bachelor's degree graduate; required. - Valid, active LPN, RN, or Pharmacy license; preferred.