• Manage multiple concurrent customer issues while balancing speed, accuracy, and empathy, primarily through in-app live chat. • Work within SLA, severity, escalation, and customer-impact guidelines. • Investigate the deep end of the product: reproduce problems, examine data, imports/exports, workflows, and application configurations, and isolate root cause before responding. • Provide clear reproduction steps, business impact, screenshots, logs, and supporting detail when escalating verified bugs to Engineering. • Recognize recurring ticket patterns and translate them into knowledge-base improvements, reusable responses, product feedback, or ticket-deflection opportunities. • Communicate with customers during urgent, ambiguous, or high-friction situations while remaining calm, professional, and solution-oriented. • Demonstrate sound judgment when handling customer data, screenshots, logs, account information, and confidential details. • Stay current on product releases, known issues, customer workflows, and support best practices across both platforms.

Role Description You'll work with consumers to resolve past-due accounts while providing a positive, solutions-based experience. - Handle inbound and outbound calls regarding account balances and payment solutions - Clearly explain account details while following compliance guidelines - Negotiate and set up payment arrangements within approved parameters - Document all account activity accurately in internal systems - Resolve questions, disputes, and requests in a timely manner - Maintain call quality, productivity, and performance expectations - Follow all company policies and applicable state/federal regulations (including FDCPA and related compliance standards) Qualifications - Strong communication skills; comfortable on the phone and professional under pressure - Customer service mindset with the ability to be firm, fair, and respectful - Basic computer skills and ability to navigate multiple systems/screens - Strong attention to detail and documentation habits - Ability to handle sensitive conversations and maintain confidentiality - Reliable attendance and punctuality Requirements - 6+ months experience in customer service, call center, collections, or financial services (preferred, not required) - Bilingual skills a plus (preferred, not required) Benefits - Work-from-home option after training (typically around 45 days) - Benefits package available: Medical, dental, vision, 401(k), and PTO - Paid training provided - Growth & advancement opportunities to develop and move up

• Supervise and lead a team of Customer Care and Sales Advisors, providing coaching, guidance, training, and ongoing support. • Foster a positive, collaborative, and customer-focused work environment. • Schedule and organize team coverage to support business needs and maintain service levels during peak times. • Conduct regular performance discussions, coaching sessions, and development planning. • Support hiring, onboarding, and training initiatives for new associates. • Oversee daily customer care and retention operations to ensure efficient and high-quality service delivery. • Support advisors in handling customer inquiries related to billing, scheduling, product changes, disconnect requests, and service concerns. • Assist with escalated customer interactions, ensuring prompt, professional, and satisfactory resolution. • Monitor adherence to company policies, procedures, scripts, and customer experience standards. • Reinforce retention and sales strategies that demonstrate the value of Sparklight products and services. • Monitor key performance indicators (KPIs), including customer satisfaction, response times, retention results, quality assurance scores, and sales performance metrics. • Analyze trends and identify opportunities for coaching and operational improvement. • Provide regular reporting and performance updates to leadership. • Ensure team members meet or exceed established service, retention, and sales goals. • Train and mentor associates on customer care procedures, retention methodologies, product knowledge, systems, and sales techniques. • Conduct ongoing training sessions to support continuous learning and process updates. • Promote best practices in customer communication, active listening, empathy, and problem-solving. • Encourage career growth and professional development within the team. • Collaborate with leadership and cross-functional teams to identify opportunities to improve workflows and customer experiences. • Assist in implementing strategies that improve operational efficiency, customer retention, and service consistency. • Collect and evaluate customer feedback to identify trends and recommend improvements. • Promote a customer-first culture that strengthens relationships and builds customer loyalty.

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