• Receive and manage a high volume of incoming calls, emails, chats, and service tasks related to workers’ compensation policies • Communicate professionally and effectively with insureds, agents, and underwriting partners • Process and manage workers’ compensation policies, ensuring accuracy, completeness, and timely delivery • Maintain thorough and compliant documentation of all servicing activity • Ensure all servicing activities are completed in accordance with regulatory requirements, carrier guidelines, and internal service standards • Assist callers with claims-related inquiries by providing adjuster contact information and directing them to available resources

• Manage day-to-day conversations with clients directly on all post purchase processes, including scheduling of trips, feedback requests, and move out coordination. • Work with accounting to ensure payments are up to date in a timely manner. • Work with sales operations to ensure contracts are correct and addendums are sent in a timely manner. • Be the voice of the client- help guide them into making decisions that benefit them and Vesta alike, and route clients to the proper departments in a timely manner, while ensuring their issues are resolved. • Become an expert in our service selection to help customers pick their service best suited for their needs and schedule. • Communicate commonly asked questions, concerns, and customer feedback, which are used by the Customer Success team to drive product improvements. • Keep CRM and internal database up to date with detailed notes. • Understand capacity of our fleet by market, and schedule accordingly. • Keep to our 3 hour email response SLA - Coordinate projects and maintain client expectation by work.

• Assist customers via phone, email, chat, or WhatsApp; • Resolve customer questions and log interactions accurately and promptly; • Forward requests to the appropriate departments; • Ensure a positive end-to-end customer experience!

Role Description Gritter Francona is looking to hire a Customer Service Technician to support a contract with the Veterans Affairs. A Customer Service Technician will respond to technical issues escalated by customers. This position will act as a liaison between operations, the client, and Engineering/Development. - Respond to end user requests for assistance using existing manuals and scripted responses. - Effectively interact with customers and refer ongoing issues to the appropriate engineering support team. Qualifications - High school diploma or GED - Experience with problem solving, debugging, and providing solutions to technical issues - Ability to prioritize and execute tasks in a high-pressure environment - Experience working within a team-oriented, collaborative, agile environment - Highly self-motivated and directed with the ability to manage multi-discipline triage calls - Experience documenting and communicating work-arounds and solutions clearly