• Supporting customers via live chat, email and outbound calls across product queries, quotes, policies, billing and renewals • Delivering clear, empathetic and easy‑to‑understand communication every time • Handling renewal and retention conversations confidently, including premium increases and cancellations • Applying objection handling techniques to retain customers and build trust • Accurately processing policy changes, MTAs, renewals and billing updates • Maintaining up‑to‑date and accurate customer records in line with compliance standards • Proactively gathering additional information to support underwriting decisions • Resolving first‑line complaints and escalating where needed • Ensuring all activity aligns with FCA, GDPR and Consumer Duty requirements • Identifying opportunities to improve the customer experience and team processes

• Provide exceptional customer service via email, phone, and chat to resolve inquiries and issues promptly. • Build and maintain positive relationships with customers, anticipating their needs to ensure satisfaction. • Conduct customer outreach and follow-ups to provide personalized support and ensure continued engagement. • Maintain accurate records of customer interactions and monitor feedback to identify improvement areas. • Collaborate with cross-functional teams to meet customer needs and drive process improvements. • Assist with special projects to support the customer happiness team, such as research or system development projects.

• Supports new hires with ongoing training including advanced product and process knowledge, telephony soft-skills, and new software adaptation and proficiency. • Supports the customer care team via multiple channels regarding customer inquiries such as order management, product substitution, returns, and custom bracing through Outlook, eCommerce, and Electronic Data Interchange (EDI), while maintaining On-Time In Full (OTIF) Service Level Agreements (SLA’s). • Consistently meets or exceeds productivity standards such as overall accuracy, maintaining SLA’s, advanced backorder and backlog order management supporting on time order fulfilment. • Works as liaison between customer care and other business partners such as production planning, supply chain, logistics, distribution centers, and product management. • Ensures quality assurance including pricing, approvals, and accuracy while managing customer returns. • Applies basic understanding of human anatomy to provide quality orthopedic solutions to elevate patient care and ensures product knowledge is up to date. • Drives process improvement by identifying gaps and collaborating with various departments to deliver a seamless and effortless customer experience. • Champions the customer’s experience by managing urgent issues and offering tailored solutions. • Attends annual required Health Insurance Portability and Accountability Act (HIPAA) training and maintains strict compliance with the healthcare privacy code. • Manages special projects and assignments provided by the leadership team in support of the department and company goals effectively and efficiently. • Responsible for behaving in a professional manner both internally and externally in relationships that positively impact the company's reputation and comply with the company's policies and practices. • Responsible for being accountable and committed to demonstrating Breg’s cultural beliefs and achieving the key results of the company. • Responsible for promoting Breg's culture within the organization using established tools such as storytelling, providing focused feedback, and recognition. • The performance of the position is aligned with the culture of commitment and accountability, following the steps of: See it, Own it, Solve it, and Do it. • Collaborate with cross-functional teams to drive excellence in patient care and business solutions.

Job Scope: As the Sr Client Service Rep, you will serve as the client advocate and will be responsible for the client satisfaction based on task ownership and accurate resolution in a fast-paced environment. You will manage a high volume of tasks that require you to leverage various resources to identify the client's need, clarify and communicate information, research issues, and provide effective resolution while keeping the client satisfaction at the core of every decision and behavior. Key Responsibilities: - Become proficient in all knowledge base requirements to resolve clients' needs as efficiently as possible - Become proficient in all platforms, systems, and tools used to maintain client records, transactions, documentation, and relevant data - Maintain appropriate documentation of conversations in designated system to ensure handoff continuity and client profile accuracy - Manage high volume of tasks in a timely and efficient manner - Identify client needs, research issue and provide solutions and/or alternatives - Build sustainable relationships and engage clients by providing best-in-class service - Meet and/or exceed established key performance criteria - Provide excellent client service and advocacy - Work across the organization as needed to resolve client requests - Assist clients with the onboarding process by providing status of application and registration process, guidance of next steps, and answer any questions - Dispatch available vehicles to clients across all regions on an inbound basis - Effectively communicate to the client how to use any of our client facing tools - Perform other duties as deemed necessary by management Qualifications - High School Diploma or GED required; College degree preferred (or equivalent experience) - Minimum of 4 years of customer service experience or the equivalent - Auction and/or logistics/transportation knowledge a strong plus - Excellent oral and written communications skills, particularly in a phone or email context - Attention to detail and follow-through - Demonstrated ability to adapt in a changing environment, - Ability to multi-task within a fast-paced, high energy, dynamic and demanding environment - Demonstrated experience being a customer-focused, service-oriented professional USD 22.02 - 33.08 per hour Compensation: Hourly pay rate is in the range of $22.02 - $33.08/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program. Benefits: Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. EOE, including disability/vets