• Provide strategic and operational leadership to a team of managers and senior professional-level employees within the Solutions Center. • Oversee a high-volume, multi-functional customer care operation. • Accountable for end-to-end performance across the customer servicing lifecycle, including customer satisfaction, complaint rates, retention, and cost-to-serve. • Champion SCANA Energy's commitment to customer experience and ensure alignment with brand standards. • Lead a multi-layered Customer Care organization including frontline call center teams. • Build, develop, and sustain a strong leadership team while ensuring strong people leadership, performance management, and talent development practices. • Drive modernization of customer care tools, processes, and performance metrics. • Own and operationalize the SCANA Energy brand voice across all customer touchpoints. • Partner with Marketing, Product, and senior leadership for brand promise and customer experience alignment. • Implement governance and quality assurance to continue to improve customer perception and satisfaction.

• Deliver outstanding customer support via email, chat, and phone, embodying Felix's commitment to excellence. • Ensure all tasks are completed within service level agreements (SLAs) to maintain high service standards. • Gather and analyse customer feedback to help build a better way forward, communicating insights to internal teams. • Support the development and upkeep of training documentation to empower both customers and team members. • Contribute to the creation and enhancement of Help Centre resources, including help articles, FAQs, guides, and video content.

• Respond promptly and professionally to inbound customer inquiries via phone, email, or chat. • Provide accurate information about Esperta Health's healthcare and wound care services. • Schedule, reschedule, and confirm patient appointments efficiently. • Document interactions and update patient records in electronic systems accurately. • Collaborate with internal teams including clinical and billing departments to ensure seamless patient care. • Address and resolve customer issues or escalate as necessary for timely solutions. • Maintain compliance with HIPAA and other privacy regulations. • Perform additional administrative tasks as required to support remote operations.

Bilingual Customer Care Representative Location: Remote Job Type: Full-Time Schedule: Shifts may include evenings and weekends Compensation: Competitive pay + shift differentials for nights/weekends Why Join Us? At Assurant, our Customer Care Representatives are the voice of our organization and the first point of contact for our valued customers. We are deeply invested in your success and committed to providing a supportive, inclusive, and growth-oriented environment. What Sets Us Apart: - Benefits from Day One – Medical, dental, vision, and more - Paid Time Off – Including holidays - Career Growth – Advancement opportunities and tuition reimbursement (up to $5,000/year after 6 months) - Comprehensive Training – Paid virtual training to set you up for success What You’ll Do: - Handle inbound customer calls and/or e-mails with empathy and professionalism - Resolve issues, answer questions, and provide proactive solutions - Document interactions and follow up as needed - Participate in special projects and adapt to evolving priorities - Deliver a WOW experience on every call—customers should hear your smile! Note: This role does not involve cold calling, sales, or contract upgrades. What We’re Looking For: - Minimum Requirements: - Bilingual fluency in Spanish and English (required). - High school diploma or GED - Customer service experience (call center, insurance, or banking preferred) - Strong communication, listening, and problem-solving skills - Ability to multitask using technology in a fast-paced environment - Reliable high-speed internet (25 Mbps down / 6 Mbps up) - Quiet, distraction-free home office setup - Preferred Qualifications: - 2+ years of customer service experience - Prior remote work experience Work Environment: - Full-time, 40 hours/week - Shifts may vary and include weekends and holidays - Must be available to work as late as 9 PM EST - Periodic shift bids determine schedules based on business needs Ready to Make a Difference? If you're a great communicator, a natural problem solver, and passionate about delivering exceptional service, we’d love to hear from you! Pay Range: $15.03 - $27.75 Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.