• Actively monitor and engage with customer reviews, comments, mentions (and more) across different platforms, with strong judgment, context awareness, and the right brand tone, while providing clear and helpful responses about the client’s products. • Respond to potential customers via public responses, chat, email, direct messages, and app store review sections. • Quickly identify trends or issues within customer communications (whether text, memes, or media) and stay updated on current social media and app store lingo and share them with the team. • Moderate reviews and comments on the client’s apps and platforms, ensuring content adheres to brand guidelines and policies. • Analyze user feedback to make informed decisions about moderating or escalating issues in a timely manner. • Work closely with the client to ensure their app communities are safe and align with brand values and user guidelines. • Maintain regular communication with your manager to address questions, resolve issues, and provide updates. • Addresses public and private customer care issues across social. • Contributing to consistent quality across shifts (tone, accuracy, decision-making)

• Answering incoming customer questions or concerns; researching any needed issues; and taking full ownership for responding to customers with resolutions for their issues within the time limit specified by company policy. • Handling sensitive or confidential customer data in a professional, responsible manner. • Providing quality service and support with billing, order placement and modification; refunds; system troubleshooting; or other service scenarios. • Using good judgment in resolving service issues. • Completing any special project assignments and assisting other departments during lower customer contact periods.

Role Description Respond to customer's phone calls, emails and letters ranging from inquiries to demands of restitution and resolution of disputes, relative to a dissatisfaction of service. Equitable and timely resolution requires communication with all parties that can impact decisions, i.e. agents, driver(s), Operations, Revenue Accounting, Credit/Collection, during any phase of the move. Timely response also requires a working knowledge of all mainframe screens as they relate to shipment status and Operations. Mediate inconvenience claim settlements and obtain a consensus from the accountable parties. Monitor the process of the move and provide the customer with updates during delays and communicate with all service providers. Review all shipping documents, tariff charges, invoices and negotiate with affected parties if a price adjustment is warranted. Accurately interpret the Customer Service and Ops. Systems to obtain shipment status and promptly respond to potential service problems. Provide accurate documentation of all phone conversations to be shared internally and with all service providers. Functions and Responsibilities - Resolve and provide timely and thorough handling of customer calls regarding service dates, disputed charges or driver/agent performance. - Resolve and provide prompt and accurate response to customer correspondence. - Provide timely and accurate response to customer calls relating to inquiries about ETAs, price and payment. - Investigate and adjudicate settlement of all inconvenience claims in an equitable manner and within tariff guidelines, contract carriage agreements, government Tender of Service or interline hauling agreements. - Document conversations with the customer and all other internal/external conversations that occur during the handling of the inquiry or complaint. - Other duties as assigned. Qualifications - 1-3 years’ experience within a Customer Service environment. - Excellent communication, both written and verbal, and good problem-solving skills. - Ability to handle multiple tasks in a fast-paced environment. - Prefer Word and Excel experience. - Must be detail oriented and manage time well. Requirements - High School Degree or Equivalent. Benefits - Comprehensive benefits package that includes Medical, Dental, Vision, 401(k), FSA/HSA, Employer HSA Match, Life & Disability Insurance, Paid Time Off, Volunteer Time Off, ID Theft Protection Plan and more. - Benefits are based on employment status and may not be available for temporary or part-time employees.

• Ensure customers attain their desired outcomes using our product or service • Legal Drafting/Review by preparing required documents checked by a manager • Handle customer service requests from users and leads • Support customers in tech setup including source code management connections • Guide leads about our service through email and website chat • Draft reports based on customer information provided