• Drive a customer-focused mindset across the company; • Implement a system for collecting satisfaction data (NPS/CSAT), define Customer Success performance metrics and share management reports; • Gradually develop standards/best practices for critical experience touchpoints; • Support the prioritization of continuous improvement initiatives at each school.

• Handle inbound customer calls, emails, and chat messages promptly and professionally. • Provide customers with accurate information regarding products, services, and policies. • Identify and resolve customer issues effectively, including processing returns and exchanges if necessary. • Maintain customer records and update account information in the CRM system. • Escalate complex issues to appropriate departments when required. • Work collaboratively with team members to enhance the overall customer experience. • Stay up to date with product knowledge and company policies.

Role Description We are looking for people who enjoy helping others to successfully answer telephone calls from customers inquiring about goods and services from clients of Five Star Call Centers, while providing high-quality service with a helpful, professional attitude. This particular project is assisting clients with inquiries on debit card incentives, orders, and balances. This is a Bring Your Own Device position to work-at-home for individuals living in the states of: Alabama, Georgia, Idaho, Iowa, Indiana, Kansas, Louisiana, Michigan, Mississippi, Missouri, Nebraska, Nevada, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Texas, Tennessee, Utah, Virginia, West Virginia, Wisconsin, and Wyoming. Qualifications - Previous 3-6 months customer service or customer support experience preferred - Previous 3-6 months call center or office background experience a plus - Basic computer skills - Quick learner and able to work independently - Strong phone and verbal communication skills along with active listening - Must be 18 years of age - A background check applicable with state and federal laws will be required Requirements - Manage large amounts of inbound calls in a timely manner - Follow communication "scripts" when handling different topics - Identify customers' needs, clarify information, research and provide solutions and/or alternatives - Access company and client resources provided to accurately handle the call - Seize opportunities to upsell products when they arise - Skillfully change from one task to another without loss of efficiency or composure - Be available at your desk, maintaining punctuality and attendance at all scheduled times - Remain positive and professional in all customer interactions - Flexibility to cross train as requested Benefits - $14 - $14 an hour - Shift differential (extra $1/hr nights & wkds) - Work hours - Shifts between 7:00am-8:00 pm (CST); Work Days - Mon-Fri - Paid Training - typically 2-5 days in length from 8:00am-5:00pm (CST) - Status - Full Time or Part Time Temporary; 16-40 hours per week - Must be available to work on the first and last business day of each month Company Description Five Star Call Centers values diversity and is committed to cultivating a professional, diverse workforce by hiring the best people available and providing the best service possible to our customers. Five Star Call Centers is an EOE/Veterans/Disabled/LGBT employer and participates in the E-verify program. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

• Resolve customer questions and issues via phone, chat, and email — in English and Spanish — with accuracy and care. • Educate customers on self-service options so they’re empowered to find answers on their own next time. • Follow up promptly when a resolution needs more investigation, keeping customers informed every step of the way. • Troubleshoot common browser and internet issues; escalate complex cases when needed. • Track patterns and surface emerging trends to the team so we keep getting better. • Maintain a professional, positive demeanor in every customer interaction.