Role Description Tier 1 Solutions Center Representative will handle incoming customer calls and provide detailed initial troubleshooting and problem resolution. Responsible for accurately gathering information, generating, and documenting the ticket within the Salesforce tracking case system. - Responsible for customer request and incident reports processing. - Provide the necessary preliminary information for escalation to the Tier 2 Associates as needed. - Assist in executing and/or managing special projects for the department. - Build customer relationships with the support center. - Respond to all inquiries and issues in a consistently efficient, professional, and accurate manner while offering the highest level of service to all customers. - Meet productivity requirements based on business needs. - Proficiency in utilizing company systems and products. - Maintain high proficiency in interpersonal skills, including written and verbal communication, to work with a broad range of customers. - Take on additional special projects, as necessary. - Document all customer correspondence. - Maintain project status log. - Position is fully remote. - Perform other related duties as assigned or required. Qualifications - High school diploma or GED. - Previous experience involving customer contact, technical support, or customer relations. Requirements - Excellent communication and interpersonal skills. - Ability to interface with internal and external partners and to manage projects is required. - Strong organizational and time management skills. - Ability to work on many projects simultaneously. - Ability to set priorities and work independently with strong initiative. - Must take initiative, ownership and accountability for business and react quickly with a strong sense of urgency. - Ability to make sound decisions with minimal guidelines. - Proficiency with Microsoft CRM, Word, PowerPoint, and Excel. Benefits - Salary range: $16.54 - $18.85/hr based on experience and qualifications. - Health Insurance. - 401(k). - Disability. - Life Insurance. - Paid Time Off. - Voluntary Benefits.

• Answer incoming crisis and emotional support calls from individuals in need • Provide compassionate, non-judgmental listening and emotional support • Assess caller needs and follow established crisis intervention protocols • Accurately document call interactions in the organization's call management system • Maintain strict confidentiality and professionalism • Meet quality and performance standards related to crisis line operations • Participate in required training, coaching, and staff meetings as scheduled • Collaborate with supervisors and team members to ensure continuity of care and service excellence • Support the organization's mission of suicide prevention and emotional support

• Be the voice of Tin Can across email, SMS, Instagram DMs, and the occasional phone call from a curious grandparent • Help customers with orders, activation, billing questions, and technical troubleshooting with patience and clarity • Keep our SLAs healthy and help maintain queue coverage during periods of increased volume • Follow established workflows and escalate issues when needed • Spot recurring questions and share feedback with the team • Contribute to documentation and knowledge sharing to help create clarity for customers and teammates • Make it personal: whether you're troubleshooting a tricky setup or hearing about a kid's first solo call, you're helping create experiences families remember

• Assist healthcare providers to ensure orders are completed accurately and processed promptly. • Support healthcare providers and insurance customers with special requirements, including authorizations, physician fees, and report delivery. • Maintain high quality customer interactions by asking effective questions, securing provider cooperation, professionally advocating for timely completion. • Respond to inbound calls, emails, and priority messages from insurance carriers, healthcare providers, customers, and advisors. • Review and validate orders to ensure all required documentation, authorizations, and payment details are complete for timely report production. • Conduct follow-up communications to obtain updates, identify delays, and engage with records release personnel to expedite report delivery. • Accurately document all customer, facility, and call details, including contact names and outcomes. • Adhere to Standard Operating Procedures (SOPs) to ensure compliance with insurance carriers, healthcare providers, and physicians. • Additional duties as assigned