• Answer customer queries/questions in a timely manner • Ensure uninterrupted internet connectivity and ‘work-like’ environment at home location • Maintain regular and reliable attendance, including the daily schedule as assigned

• Answer inbound calls promptly and courteously during assigned shifts. • Follow standardized call scripts and workflows to assess maintenance issues. • Document each call clearly and accurately in the company system, including issue details, actions taken, and next steps. • Identify and escalate emergency maintenance situations according to SOPs. • Communicate with residents and property teams to ensure clarity and proper follow-up. • Maintain a calm, professional tone when handling upset or anxious callers. • Use troubleshooting guides or SOPs to help resolve basic maintenance concerns over the phone. • Adhere to all quality, compliance, and call documentation standards. • Participate in brief daily huddles or debriefs to review trends or key updates.

• Provide residents of multifamily, single-family, and student housing with an exceptional level of service in every interaction • Use Happy Force software to review, triage, and respond to incoming maintenance tickets • Coach residents through basic maintenance fixes via SMS and written messaging, following Happy Force standard operating procedures • Collect relevant information from residents to support on-site teams when escalation is required • Communicate day-to-day with property teams regarding operations, updates, and escalations • Guide residents through mitigation steps for maintenance issues to help prevent property damage • Participate in feedback sessions related to product use and process improvements • Maintain flexibility and willingness to work different shifts as needed

• Provide medically appropriate tele-triage, patient assessment, and case direction • Communicate diagnostic results, treatment plans, and education to clients • Support DVMs with care delivery, medical advice boundaries, and follow-up • Review and approve medication requests using standing orders • Support clinics and Virtual Care Coordinators with medical inquiries and administrative needs • Handle escalations from Yellow AI IVR, chatbot, and text workflows when cases require human medical review • Assess patient symptoms via phone, email, or text to determine urgency • Determine whether a clinic visit, referral, or home monitoring is appropriate • Provide legally compliant medical advice to Bond Vet clients only • Escalate to DVM when needed • Review and communicate bloodwork, fecal results, cytology, radiology interpretations, and other diagnostics • Use standing orders for common conditions (e.g., positive fecals) • Prepare clear, empathetic written summaries using macros and templates • Manage a high volume of emails, calls, and platform-based messages • Assist with appointment rescheduling when clinics lose DVM coverage • Identify urgent cases needing clinic intervention • Relay medication fill requests to clinic teams and ensure clarity