Remote Customer Solutions Specialist Location: Remote in AK, AL, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, or WY Salary: Starting at $25.70 Per Hour Experience: Entry Level Employment Status: Full-Time Job Summary Shift: 9:30 AM – 6 PM ET or local time zone equivalent, Monday through Friday, weekends as needed 60-Day Training Period: 9 AM – 5:30 PM ET or local time zone equivalent, Monday through Friday The Customer Solutions Specialist position is an action-oriented role where critical thinking is required to assist customers by utilizing multiple software tools to navigate customer accounts, research questions, solve problems, and communicate effective solutions. Culture is important to us; we stay connected through video meetings, training sessions, and collaborative forums, and provide opportunities for you to connect with other employees from across the country every day. We only accept W-2 candidates; H-1B sponsorship is not available. Responsibilities - Use best practices when analyzing customer situations, investigating problems, and providing strategic solutions within our business model - Ensure that customers always have the most complete and up-to-date information about the status of their orders - Switch tasks as needed based on the current needs of the department - Partner with other departments within and outside of Customer Solutions to support both the customer and the company - Approach escalated customer situations with care and tact utilizing de-escalation techniques to maintain the relationship and drive towards a resolution - Receive regular feedback from teammates, Team Leaders, and Quality Assurance to continuously fine tune skills and abilities - Foster a team-oriented environment by maintaining a positive, professional attitude in all correspondence both within and outside the company - Be flexible and adapt to change as we continue to grow as a company - Regularly connect via video for one-on-one meetings as well as team meetings - Continue to invest in your own learning and training to enhance your abilities in the role - Provide friendly, efficient, and accurate solutions for customers through phone, live chat, and e-mail with the goal of an excellent customer experience, enhanced customer loyalty, and increased business sales Physical Requirements - Work is performed while sitting/standing and interfacing with a personal computer. - Requires the ability to communicate effectively using speech, vision, and hearing. - Requires the regular use of hands for simple grasping and fine manipulations. - Requires occasional bending, squatting, crawling, climbing, and reaching. - Requires the ability to occasionally lift, carry, push, or pull medium weights, up to 50lbs. Qualifications Experience - Proficiency with Office 365 (Outlook, Word, Excel, PowerPoint) and Windows system/internet navigation required - Excellent verbal and written communication skills; conversational fluency in English required - 40 Words Per Minute (WPM) typing speed required - Consistent 75mbps download/10mbps upload internet speeds are required Education This role does not require a degree. We value relevant skills and experience and alignment with our core values above all else. Desired Traits & Skills - Ability to communicate via phone, chat, and e-mail in a fast-paced environment - Ability to manage multiple priorities and tasks at one time - Ability to understand and adapt to a of variety of personalities and communication styles both inside and outside of the company - Ability to work on a team and independently - Ability to follow through and meet deadlines - Demonstrated ability to think critically and solve complex problems efficiently and effectively - An internal drive to succeed and a desire to learn and grow - A concern for helping others and doing the right thing by them - Innovation and the ability to challenge the status quo - The ability to work a training schedule from 9 AM – 5:30 PM ET during 60-day training, Monday through Friday - The ability to work from 9:30 AM – 6 PM ET post-training, Monday through Friday - The ability to work weekends from 7:30 AM – 4 PM ET once a month, with corresponding weekdays off What we Have to Offer: - A competitive benefits package including paid time off, medical/dental coverage (including telemedicine), 401k match, paid parental leave (based on tenure), and more - Opportunities for growth and professional development - In-depth training on our varying selection of products and the services we offer - Opportunities to collaborate and connect virtually across teams and departments - Full-time training staff - Continuous support through various trainings and available mentorships - A focus on work/life balance

Role Description We are seeking resourceful and customer-focused individuals to join our remote team as Customer Solutions Specialists. In this role, you will work directly with clients to identify needs, provide helpful solutions, and ensure requests are handled efficiently and professionally. This position is ideal for individuals who enjoy troubleshooting, assisting others, and finding effective ways to deliver outstanding service and support. - Respond to client inquiries and provide timely assistance - Evaluate client needs and recommend appropriate solutions and next steps - Assist with resolving service-related questions and concerns - Monitor ongoing requests and help ensure issues are addressed promptly - Communicate clearly regarding processes, updates, and available resources - Maintain accurate records and update client information as needed - Support daily operational activities and administrative functions - Collaborate with team members to improve overall service quality - Participate in training programs and stay informed on company procedures Qualifications - Strong customer service and communication skills - Ability to analyze situations and identify effective solutions - Excellent organizational and time-management abilities - Comfortable working with technology and online systems - Strong attention to detail and accuracy - Ability to multitask and prioritize responsibilities - Self-motivated and dependable in a remote work environment - Reliable internet connection and basic computer proficiency - Must be at least 18 years of age - Must be legally authorized to work and reside in the United States, United Kingdom, Mexico, Australia, or Spain and approved regions Requirements - A solution-oriented mindset - Strong problem-solving and critical-thinking abilities - Professional and positive communication skills - Adaptability in a fast-paced environment - The ability to remain organized while managing multiple priorities - An interest in customer support, client success, hospitality, travel services, or service-focused industries Benefits - Fully remote position - Flexible scheduling opportunities - Comprehensive training and onboarding program - Ongoing mentorship and team support - Professional development and advancement opportunities - Performance-based incentives and recognition - Access to travel-related discounts and exclusive perks - Positive and collaborative remote work culture

• Provide support to clients and patients in a timely and professional manner. • Use critical-thinking and problem-solving skills to generate appropriate solutions for billing issues. • Retrieve inbound requests through a minimum of one channel, respond to the client’s or patient’s needs or direct them to the appropriate party. • Correspond with patients via phone, email, chat, or text to provide and request information needed to successfully bill for testing. • Document all client, patient, and payor interactions within Ambry systems completely and thoroughly. • Review, identify, and process documents appropriately. • Understand frequently asked questions regarding Ambry products and processes, utilizing resources as needed. • Assist with incoming inquiries from patients and clients, providing one-touch resolution whenever possible for all billing-related issues. • Other duties as assigned.

• Provide first level customer service solutions in regard to client products. • Build and maintain positive customer relations by offering personalized solutions. • Strive to exceed expectations. • Ensure requests are handled appropriately by coordinating with various functions within the company. • Schedule service calls and follow up with customers/clients. • Troubleshoots and resolves technical issues using established diagnostics tools and procedures. • Responsible for accurate data input using prescribed applications. • Exceptional call handling soft skills, must possess the ability to conduct active listening while being empathetic and reassuring the customer. • Collaborate with your team to achieve high-quality service standards. • Demonstrates passion for customer service, ownership of the customer experience and determination to deliver a comprehensive resolution. • Able to effectively tailor communication and style to differing audiences and read verbal and non-verbal cues. • Adhere to all client policies, procedures, and industry regulations. • Answer inbound/outbound customer queries. • Approaches problems flexibly and can adapt and modify approach without compromising outcome.