• The Customer Service Technician Lead – Operations Action Center optimizes and maintains world‑class customer-facing standard procedures for technical and operational support requests. • Works closely with Product Line Management, Program Management, Product Engineering, and Field Operations to ensure that customers receive accurate, current technical and operational answers. • Respond to international client inquiries via phone, email, and live chat; diagnosing and troubleshooting hardware, software, and network issues. • Collaborate with product and engineering teams to resolve complex problems. • Document issues and resolutions, providing clear training and guidance to clients. • Meet or exceed performance metrics related to response time and customer satisfaction. • Participate in an on‑call rotation to support the 24/7 schedule of the response team.

Role Description We’re currently hiring a Full-Time Customer Service Specialist. In this role, you’ll provide exceptional service through both inbound and outbound communications. This position is remote, however we would prefer to hire within the Tri-state area (Rhode Island, Massachusetts, Connecticut), OR (Indiana, Ohio, Michigan). You’ll support customers and work closely with internal teams to ensure a high-quality experience, while helping drive business growth. Your impact will matter - both to your team and our organization. Responsibilities - Answering phones, chat, social media, or email in a polite, courteous, and professional manner. - Works with customers daily to sustain and improve business relationships. - Ask probing questions to identify customer issues or concerns. - Ensure accurate account maintenance and updating of account information. - Use techniques to reach resolutions for customers that both satisfy their requests and cut down on additional questions. - Schedule delivery orders and utilize basic negotiation skills for issues pertaining to new and returning customers. - Handle general customer issues such as general service order input, executing emergency scripts, closing uncontrollable loss accounts, answering general contract information, and answering basic pricing questions. - Can handle basic de-escalation of customer situations by following our customer complaint resolution policy. - Send copies of statements and invoices to customers, as well as perform soft collections for customers on credit hold or past due as well as some cash handling and taking payments via the phone. - Support the set-up of new customer accounts. - Meet or exceed minimum performance standards outlined in company policy. Qualifications - High School Diploma or equivalent. - 1 or more years of customer service experience. - Exceptional customer service and negotiation skills. - Strong organizational skills with typing and data entry experience. - Excellent written and verbal communication skills with an emphasis on team building and developing a positive rapport with company employees at all levels as well as customers. - Proficient in Microsoft Office including Excel, Word, and Access. - Must be a Citizen or National of the United States, a lawful, permanent resident, or have authorization to work in the United States. - Applicants must not now, or any time in the future, require sponsorship for an employment visa. Benefits - Comprehensive Health Coverage: Medical, dental, vision, accident, and critical illness insurance. - Income Protection: Company-provided short-term and long-term disability, life insurance, and AD&D. - Financial Wellness: 401(k) with company match, Employee Stock Ownership Plan (ESOP), Flexible Spending Account (FSA), and Health Savings Account (HSA). - Time Off & Family Support: Paid Time Off (PTO), parental leave, and tuition reimbursement. - Wellness & Assistance Programs: Wellness program, Employee Assistance Program (EAP), and Medicare support. - Employee Perks: Referral program, employee discount programs, and propane savings.

• Manage large amounts of inbound and/or outbound calls in a timely manner • Follow communication scripts, prompts, call flows when handling different topics • Identify customer’s need and clarify information • Seize opportunities to schedule appointments, where applicable • Keep records of all conversations in our call center database in a comprehensible manner • Leveraging your computer navigation skills to toggle between multiple screens and systems to provide answers and support • Ability to adapt and respond to different types of characters • Ability to work well in a structured work setting and adhere to a daily schedule • Work closely with Call Center Managers to promptly resolve issues • Handle complaints professionally • Meet personal/team/site qualitative and quantitative targets • Assist customers with finding/changing doctors, and ordering ID cards • Assist insured’s with disputing bills, filing grievances and appeals • Set up gym membership programs • Assist in submitting initial applications for Medicare and/or Social Security benefits • Strong attention to detail with excellent time management and decision-making skills • Perform other duties as assigned

• Conduct outbound calls to clients to follow up on incomplete applications or missing documentation and clearly communicate requirements • Respond to client inquiries, issues, and requests in a professional and timely manner • Review submitted documents, identify gaps, and guide clients on next steps to ensure completion • Manage client interactions end-to-end, ensuring requests are resolved or routed to the appropriate internal teams • Escalate complex or unresolved issues to senior team members when required • Accurately document all client interactions and ensure updates are recorded in accordance with procedures • Maintain confidentiality of client and Bank information at all times • Monitor and report any suspicious activity in line with Anti-Money Laundering (AML) requirements • Adhere to all regulatory and compliance standards, including AML, Terrorist Financing, FCAC consumer provisions, and Privacy Act requirements • Stay informed on internal processes, policies, and relevant updates to support accurate guidance to clients • Complete assigned tasks within defined guidelines and escalate issues as needed