• Own day-to-day outreach center performance: inbound and outbound call handling, campaign execution, scheduling, workforce management, and real-time quality monitoring. • Manage and optimize calling campaigns in Five9 or a comparable platform, including call routing, queue management, and agent productivity. • Analyze contact center KPIs to identify trends, address performance gaps, and continuously improve member engagement outcomes. • Build and maintain a QA framework that ensures consistent call quality, HIPAA compliance, and audit-ready documentation. • Drive measurable outcomes against value-based care goals: care gap closures, Annual Wellness Visits, Health Risk Assessments, HEDIS measures, Patient Reported Assessments, and SDOH initiatives. • Monitor the impact of quality and risk adjustment activities; develop corrective action plans when performance trends indicate risk. • Track and report KPIs across outreach effectiveness, care gap completion, and value creation; present results to senior leadership. • Lead Team Leads as direct reports, setting performance expectations, providing coaching, and holding the supervisory tier accountable for frontline outcomes. • Manage staffing models, scheduling, and workload distribution across the team. • Develop and deliver training that builds frontline capability and keeps the team equipped to meet evolving program requirements. • Establish a performance culture with clear goals, regular evaluations, and visible career progression for frontline staff. • Partner with Technology, Product, Data, and Finance to improve dashboards, automation, and reporting capabilities. • Collaborate across departments to support new client requirements and align Member Services with broader organizational goals.

• Direct, mentor, and scale a remote team of Certification Specialists, managing daily shift schedules, proctoring assignments, and grading audits. • Build and continuously improve scalable systems, workflows, and quality controls that enable the certification program to operate as a high-impact business function. • Identify opportunities to improve certification adoption, candidate success, operational scalability, and community engagement across the broader HighLevel ecosystem. • Oversee the end-to-end certification pipeline, ensuring optimal exam slot booking availability and timely processing of exam results. • Enforce and continuously audit testing security protocols to maintain the absolute integrity of both the automated and live proctored certification exams. • Partner with Product, Customer Success, and the Academy teams to regularly update curriculum, test questions (Part A), and live-build scenarios (Part B) to reflect new platform updates. • Resolve candidate complaints, appeal requests, and technical issues occurring during the proctoring process with consistency and fairness. • Own the operational success and long-term scalability of the certification program, developing strategic plans, processes, and capacity models to support future growth. • Manage the integration of newly certified professionals into the HighLevel Certified Directory and Certified Communities. • Conduct regular quality assurance checks on live proctored sessions to ensure Certification Specialists maintain professional, supportive, and unbiased grading standards. • Other duties as assigned by the Director of Certifications to support evolving business and program needs.

Role Description Regional field service management responsibility which includes but not limited to: - Alignment with regional sales managers to provide localized service support - Customer site visits - Defusing tense situations - Application evaluations - Contracted service provider relationships and recruitment - On the job training for contracted service providers - Start-up and commissioning of product - Field conversions - Quality and engineering liaison regarding product issues - Manufacturing and product engineering field support - New product development and reliability projects This position requires up to 80% travel to support assigned territory. Responsibilities - Travel 80% to support and maintain assigned region (States include - NM, AZ, CA, CO, ID, UT, NV, WY, MT, WA and OR) - Aligned with Regional Sales managers to provide localized service support - Direct investigation of customer complaints regarding quality, tolerances, specifications, and delivered condition of products - Maintain customer relationships during customer investigations - Recruit, train and sustain contracted service providers for adequate service coverage in the market - Work closely with National Service Department to develop and maintain the service provider network - Access training needs, skill levels and identify training opportunities for service providers - Maintain relationships with Reps and provide clear guidance on company policies, processes, and procedures - Negotiate validated labor claims with Reps & non-CSP’s - Communicate with manufacturing, quality assurance, sales, and engineering to resolve customer complaint issues - Record, analyze, and inform concerned associates of production quality assurance, and sales departments of status and disposition of customer complaints and claims - Utilize interpersonal skills to communicate professionally at all levels within the operational customer/supplier environment Additional Responsibilities - Provide written technical engineering reports of projects that incorporate the complete understanding of an integrated Water Heating System - Provide technical and service assistance to Company customers via telephone contact - Perform field service on all Company products as required - Assist in preparation of Technical Service Bulletins to provide product related information to the field - Mentor and develop new Field Service Engineers/technicians - Provide site inspection, start-up and conversion coordinator back up as needed - Utilize statistical tools and techniques to analyze product and component field failures and warranty data to report recommendations - Provide VOC data and work with our product engineering department for reliability testing and new product testing - Participate with reliability engineering to identify test sites, assist in monitoring and reporting test data for the projects - Actively participate in corrective and preventative action teams across the business - Serve as a liaison with customers to assure prompt responsive action to any quality issue as necessary - Develop, sustain, and continuously improve field service engineering processes to assure the quality of service to the customer - Assist Legal Dept and Risk management on claims and site evaluations - Assist other departments as needed - Perform any other activities as needed or as directed Qualifications - Bachelor's Degree in related field. Will consider those with an associate degree in technical related field and equivalent experience - 5+ years related work experience - 5+ years HVAC/Plumbing/Mechanical related experience - Trade Certification, such as Certified Quality Engineer, EPA608, NATE preferred - Proficiency with computers and programs, specifically Microsoft Office software, SalesForce, SAP - Proficient customer service experience - Demonstrated experience in Electrical or Mechanical aptitudes, and HVAC systems - Demonstrated experience in Control Systems (PLCs) and Building Integration Systems preferred - Possess a general understanding of local, state, and national codes/regulations - Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists - Ability to work independently and as a team to meet deadlines and goals - Demonstrated comprehension of electrical systems, low voltage, high voltage, single and three phase systems - Demonstrated comprehension of gas supply systems (Natural/Propane) and regulation - Demonstrated comprehension of #2 fuel oil and delivery systems - Demonstrated comprehension of water supply systems, pressure boosting systems, regulation, piping scenarios, etc. - Demonstrated comprehension of HVAC and refrigeration systems Benefits - Competitive base salary - Comprehensive benefits plans which include medical and dental insurance - Company-sponsored life insurance - Retirement security savings plan - Short- and long-term disability programs - Tuition assistance

Role Description Regional field service management responsibility which includes but not limited to: - Alignment with regional sales managers to provide localized service support - Customer site visits - Defusing tense situations - Application evaluations - Contracted service provider relationships and recruitment - On the job training for contracted service providers - Start-up and commissioning of product - Field conversions - Quality and engineering liaison regarding product issues - Manufacturing and product engineering field support - New product development and reliability projects This position requires up to 80% travel to support assigned territory. Responsibilities - Travel 80% to support and maintain assigned region (States include - NM, AZ, CA, CO, ID, UT, NV, WY, MT, WA and OR) - Aligned with Regional Sales managers to provide localized service support - Direct investigation of customer complaints regarding quality, tolerances, specifications, and delivered condition of products - Maintain customer relationships during customer investigations - Recruit, train and sustain contracted service providers for adequate service coverage in the market - Work closely with National Service Department to develop and maintain the service provider network - Access training needs, skill levels and identify training opportunities for service providers - Maintain relationships with Reps and provide clear guidance on company policies, processes, and procedures - Negotiate validated labor claims with Reps & non-CSP’s - Communicate with manufacturing, quality assurance, sales, and engineering to resolve customer complaint issues - Record, analyze, and inform concerned associates of production quality assurance, and sales departments of status and disposition of customer complaints and claims - Utilize interpersonal skills to communicate professionally at all levels within the operational customer/supplier environment Additional Responsibilities - Provide written technical engineering reports of projects that incorporate the complete understanding of an integrated Water Heating System - Provide technical and service assistance to Company customers via telephone contact - Perform field service on all Company products as required - Assist in preparation of Technical Service Bulletins to provide product related information to the field - Mentor and develop new Field Service Engineers/technicians - Provide site inspection, start-up and conversion coordinator back up as needed - Utilize statistical tools and techniques to analyze product and component field failures and warranty data to report recommendations - Provide VOC data and work with our product engineering department for reliability testing and new product testing - Participate with reliability engineering to identify test sites, assist in monitoring and reporting test data for the projects - Actively participate in corrective and preventative action teams across the business - Serve as a liaison with customers to assure prompt responsive action to any quality issue as necessary - Develop, sustain, and continuously improve field service engineering processes to assure the quality of service to the customer - Assist Legal Dept and Risk management on claims and site evaluations - Assist other departments as needed - Perform any other activities as needed or as directed Qualifications - Bachelor's Degree in related field. Will consider those with an associate degree in technical related field and equivalent experience - 5+ years related work experience - 5+ years HVAC/Plumbing/Mechanical related experience - Trade Certification, such as Certified Quality Engineer, EPA608, NATE preferred - Proficiency with computers and programs, specifically Microsoft Office software, SalesForce, SAP - Proficient customer service experience - Demonstrated experience in Electrical or Mechanical aptitudes, and HVAC systems - Demonstrated experience in Control Systems (PLCs) and Building Integration Systems preferred - Possess a general understanding of local, state, and national codes/regulations - Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists - Ability to work independently and as a team to meet deadlines and goals - Demonstrated comprehension of electrical systems, low voltage, high voltage, single and three phase systems - Demonstrated comprehension of gas supply systems (Natural/Propane) and regulation - Demonstrated comprehension of #2 fuel oil and delivery systems - Demonstrated comprehension of water supply systems, pressure boosting systems, regulation, piping scenarios, etc. - Demonstrated comprehension of HVAC and refrigeration systems Benefits - Competitive base salary - Comprehensive benefits plans which include medical and dental insurance - Company-sponsored life insurance - Retirement security savings plan - Short- and long-term disability programs - Tuition assistance