• Lead daily operations across phone queues, live chat, and action-item workflows • Monitor queue performance, workload, attendance, and adherence • Ensure downtime is used productively to complete action items • Support recovery plans during call spikes and operational disruptions • Lead and develop the Care Team and frontline team members • Conduct regular 1:1s and provide performance feedback • Partner with the Care Team Lead to maintain effective QA and training practices • Oversee Access operations and support reputation management • Use performance data to identify trends and improvement opportunities

• Represent Vego Garden’s high customer service standards with enthusiasm and passion. • Identify and assess customers’ needs to achieve satisfaction. • Leverage strong digital literacy abilities to operate our digital platforms (Shopify, Freshdesk, NetSuite). • Execute the key administrative data entry into customer records with high attention to detail. • Assist customers with updated documentation regarding orders and refunds. • Provide expert answers to customer inquiries through multiple channels (Phone, Email, Chat). • Resolve customer issues impacting their satisfaction using creative solutions. • Comply with Company policies and procedures. • Perform all other duties as assigned.

• Provide administrative support and exceptional customer service to all Acuity team members on a medical exam or drug screening program within the Occupational Health Services business unit • Coordinate with examinees and network providers to schedule employment-related examinations • Follow different protocols for each program • Adheres to program specific protocols, processes, and policies • Utilize supporting software to process examinations from scheduling appointments, tracking progress, and recording final status for billing and delivery to the client • Works closely with our medical team, examinees, employers, and contracted facilities to ensure the completion of the examination process • Contact examinees and facilities to schedule requested examinations • Contact providers regarding missing or incomplete examination results • File, scan, and retrieve exam results to include laboratory, medical, and final determinations • Consistently provides professional and gracious customer service • Processes inbound and outbound phone calls, faxes, email, and mail • Handle routine customer inquiries and assess call escalation; redirect calls as needed to the appropriate manager • Meet or exceed established standards on a consistent basis for quality, customer service, productivity, and service level guidelines • Handles all medical and drug screen results compliant to HIPAA standard practices • Other duties as assigned • May participate in interdepartmental project groups or task forces • May assist other departments with routine administrative duties • Performs duties in a safe manner; follows the corporate safety policy • Participates and supports safety meetings, training, and goals • Ensures safe operating conditions within area of responsibility • Encourages co-workers to work safely • Identifies “close calls” and/or safety concerns to supervisory personnel • Maintains a clean and orderly work area • Assists in active implementation of company initiatives to ensure compliance with OSHA VPP, ISO, JCAHO, AAAHC, and other mandated regulations/standards • May serve on the OSHA VPP, Safety, and Wellness Committees

Role Description Are you looking to take your knowledge and skills in commercial roofing to a successful organization in high-growth mode? Join Team Polyglass and become part of our dynamic, forward-thinking team and best-in-class products! - Use your expertise to guide and lead people and projects by performing on-site job start roofing observations, prepare formal reports, and communicate results with appropriate internal and customer contacts. - Promote the very best in roofing practices and proper installation techniques to Polyglass contractors and distribution partners to ensure quality outcomes. - Showcase the most effective and safe use of Polyglass products during installation demonstrations of products at Polyschool training sessions and other formal or informal events organized by Sales Team or self. - Perform investigations of material or warranty complaints to ensure issue-free resolution. - Confidently field all questions from contractors, distributors and other customers as they relate to Polyglass product features and effective installation techniques. - Partner effectively with your partners in the Polyglass Sales team to promote products, assist in securing new business and leveraging current network relationships. Qualifications - Minimum 3 years' technical experience in commercial roofing is a strict requirement. - Previous experience as a Manufacturers’ Representative or Contractor. IIBEC certifications preferred. - Experience working in the field doing troubleshooting, training, warranty-related work with contractors is highly desired. - Experience in sales of roofing products a plus. - Experience with commercial roofing technologies such as BUR, APP, SBS, modified, coatings. Experience with below-grade waterproofing is a plus. - Requires a valid driver’s license and passport to allow for travel between United States and Canada. - Must live in the assigned territory (Western US). - Daily local and/or overnight travel a must. Benefits - This is a remote position; however, the home location of the successful candidate will need to be in Western US.