• field customer inquiries by finding innovative ways to respond to varying questions, issues, and concerns. • Handle and carefully respond to all customer inquiries. • Provide excellent customer service through active listening. • Work with confidential customer information and treat it sensitively. • Aim to resolve issues on the first call by being proactive. • Appropriately communicate with customers. • Calmly attempt to resolve and de-escalate any issues. • Escalate interactions when necessary and appropriate. • Track all call related information for auditing and reporting purposes. • Provide feedback on call issues. • Upsell if required.

• field customer inquiries by finding innovative ways to respond to varying questions, issues, and concerns • Connect with customers via phone/email/chat/and or social media to resolve their questions or concerns • Calmly attempt to resolve and de-escalate any issues • Escalate interactions when necessary and appropriate • Respond to requests for assistance and/or possible processing payments • Track all call related information for auditing and reporting purposes • Provide feedback on call issues • Meet sales objectives as defined

Role Description Are you a skilled communicator who thrives in a fast-paced, digital environment? The company is seeking a motivated and detail-oriented Chat Support Representative to join our customer service team. In this fully remote, entry-level role, you will be the first point of contact for customers seeking assistance, delivering timely and accurate support through live chat channels. - Respond promptly and professionally to incoming customer chat inquiries, ensuring a positive and efficient support experience. - Diagnose and resolve customer issues related to products, services, accounts, or general inquiries through real-time chat communication. - Document customer interactions accurately in the support system, capturing issue details, resolutions, and follow-up actions. - Escalate complex or unresolved issues to the appropriate internal teams, providing thorough context to ensure seamless handoffs. - Navigate multiple systems and tools simultaneously to research information and deliver accurate responses to customers. - Collaborate with team members and supervisors to share knowledge, identify recurring issues, and contribute to process improvements. - Maintain a high level of customer satisfaction by demonstrating empathy, patience, and a solutions-focused approach in every interaction. - Meet or exceed established performance metrics, including response time, resolution rate, and customer satisfaction scores. Qualifications - High school diploma or equivalent. - Strong written communication skills with the ability to convey information clearly, concisely, and professionally. - Ability to manage multiple chat conversations simultaneously while maintaining quality and accuracy. - Comfortable working independently in a remote environment with minimal supervision. - Reliable high-speed internet connection and a dedicated, distraction-free workspace. - Basic computer proficiency, including familiarity with web browsers, email, and standard office applications. Requirements - Previous experience in a customer service, chat support, or help desk role. - Familiarity with customer relationship management (CRM) platforms or ticketing systems. - Experience working in a remote or virtual team environment. - Demonstrated ability to adapt quickly to new tools, processes, and product knowledge. Technical Skills - Proficiency with live chat platforms and support software. - Ability to type a minimum of 40 words per minute with high accuracy. - Experience with CRM or help desk tools such as Zendesk, Salesforce, or similar platforms is a plus. - Comfortable navigating multiple browser tabs and applications simultaneously. - Basic troubleshooting skills for common technical issues. Benefits - This Chat Support Representative position is based in Monument, CO, with remote work available. - The hourly pay range for this role is $23.87 to $26.96, commensurate with experience and qualifications. - If you are passionate about delivering exceptional customer experiences and are ready to grow your career as a Chat Support Representative, we encourage you to apply today. - The company is an equal opportunity employer and welcomes applicants from all backgrounds.

• Assess Fullscript’s current WFM processes, tooling, reporting, and operating rhythms, then build a practical plan to mature the function. • Own forecasting and capacity planning across multiple support queues, channels, and workflows, including phone, chat, email, tickets, Tier 1, Tier 2, and operational support teams. • Turn data from CRMs, WFM tools, and support platforms into staffing recommendations, hiring plans, training timelines, schedules, and coverage strategies. • Build staffing models that account for contact volume, order volume, handle time, shrinkage, PTO, training, ramp time, service levels, occupancy, wait times, and abandonment risk. • Partner with Support, Finance, Recruiting, Training, Product, Data, and operational leaders to align staffing plans with business priorities and customer experience goals. • Design and improve scheduling practices across shifts, PTO/vacation planning, training blocks, offline work, and intraday coverage needs. • Establish intraday management processes, including queue monitoring, reforecasting, staffing adjustments, escalation paths, and real-time decision-making. • Evaluate and improve routing strategies across phone, chat, email, and ticket queues, including skill-based routing, queue prioritization, load balancing, and dynamic staffing allocation. • Build dashboards, documentation, and operating cadences that make WFM planning more consistent, visible, and trusted. • Use data to influence decisions, defend recommendations, and clearly explain the operational impact when recommendations are delayed or not approved.