• Answer inbound calls and assist members with questions related to AAA memberships • Deliver personalized, proactive solutions and recommend valuable products and services • Engage with members using strong communication and a friendly, problem-solving mindset • Think quickly and critically to resolve issues—this is not a scripted environment • Navigate multiple systems and tools while actively listening and multitasking • Maintain a positive, can-do attitude in a fast-paced and evolving environment • Participate in ongoing coaching and development to continually enhance your performance

• Vetting & Match Coordination • Identify high-quality tutors via system database searches, email blasts, and incoming responses. • Thoroughly vet prospective tutor profiles, backgrounds, and availability against unique student requirements, ensuring strict compliance with geographical restrictions (maintaining an optimal 5–8 mile travel radius). • Conduct proactive tutor outreach via phone and email utilizing established vetting scripts to confirm program alignment and secure formal attestation statements. • Enforce pay rate standardizations and policy compliance, ensuring pay raises or tiered compensation requests route accurately through management approval systems. • Proactively support tutors with onboarding steps and follow up with them to make sure they are good to go before sending them out to families. • Client & Stakeholder Communication • Serve as a bridge of communication between tutors and client families to propose scheduling matches, capture feedback, and verify program starts. • Coordinate with cross-functional partners (e.g., translation specialists for Spanish-speaking accounts) to deliver accessible service introductions. • Draft and deliver precise automated notifications, customized tutor bios, and educational milestones via SMS and email templates. • Database Administration & Pipeline Management • Own end-to-end data accuracy across core platforms including Oases, Close CRM, and internal Master Tracking sheets. • Track and transition student opportunity pipeline steps fluidly through specific cycle statuses (e.g., Open, Pending, Awaiting PC, Closed). • Manually link student and tutor digital accounts, configure exact regional permissions, and ensure active authorized tutoring hours match system records perfectly. • Audit, package, and attach digital Learning Plans (LPs) and Progress Reports (PRs) directly into official family onboarding confirmations. • Schedule Engineering & Compliance Tracking • Oversee the systemic setup of recurring tutoring calendars in Oases within 7 days of match finalization. • Program multi-session timelines (1 to 2 months out) to train tutors on independent navigation while carefully enforcing regional contract guidelines (e.g., minimum session lengths). • Actively monitor tutor check-in compliance; execute the "3-pronged communication approach" to troubleshoot unresponsive profiles or escalate issues to the Support Log. • Reassignments & Transition Support • Execute immediate course-corrections for student- or tutor-requested reassignments (RA), substitute coverage (ST), or extra assistance (AT). • Document formal resignation requests and closely partner with HR and Payroll teams to ensure all unsubmitted sessions are closed out prior to profile deactivation. • Execute the Job Abandonment & Ghosting Protocol if a tutor misses a session without notice; assess successful session counts to accurately delegate responsibilities between Matching Directors and Case Managers.

• Process customer orders accurately from email and phone requests, meeting KPI expectations of processing all orders within 24 business hours. • Communicate order status, inventory availability, pricing, and shipping updates to internal teams and external customers to ensure ontime fulfillment. • Coordinate with sales, operations, and external partners to resolve order or inventory issues efficiently, escalating as needed. • Manage inventory accuracy, including HQ inventory oversight, replenishment for the sales team, and completion of monthly field reconciliations. • Streamline operational processes, support special projects as assigned, and deliver high‑quality customer service to B2B clients to ensure satisfaction.

At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better. Role Overview: Could you be our next Customer Service Representative? Globe Life is looking for a Customer Service Representative to join the team! In this role, you will be responsible for providing superior customer service. Providing exceptional service by ensuring all inquiries and issues are handled promptly and professionally using multiple systems. Through training, CSR’s focus on first contact resolution and high customer satisfaction while maintaining adherence to defined operational standards set for CSR's (i.e. attendance, utilization, call quality, etc.). The Customer Service Representatives acts on behalf of Globe Life Inc. as a first-tier support for all customer inquiries and is required to effectively communicate and resolve each related issue. This position is also required to assist with important department and company initiatives, on an as-needed basis. This is a remote / work-from-home position. What You Will Do: - Assist with daily call volume (service level takes priority). - Provide accurate resolutions to customer inquiries in a professional and courteous manner. - Ensure customer needs are met on every interaction (phone, email, written correspondence, etc.). - Meet Quality Assurance Requirements and other key performance metrics. - All other duties as assigned. - Excellent verbal & written communication skills. - Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections. - Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of the Internet for business use. Ability to learn new computer systems. - Knowledge of customer service principles and practices. - Teamwork – Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team. - Customer Service Focus – Demonstrate a focus on listening to and understanding client/customer needs and then delighting the client/customer by exceeding service and quality expectations. - Must possess and professional and friendly attitude and be able to quickly develop a rapport with customers. - Have flexibility in your schedule. - Must be detail-oriented. - Ability to professionally handle and resolve escalated issues. - Monday to Friday schedules, no weekend phone schedules. What You Can Bring: - 1 year of customer service experience in a similar role. - High school diploma or equivalent. - Heavy computer and phone usage. - Ability to sit 90% of the workday - Willingness to work shift work and overtime is required Applicable To All Employees of Globe Life Family of Companies: - Reliable and predictable attendance of your assigned shift. - Ability to work full time and/or part time based on the position specifications. How Globe Life Will Support You: Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life: - Competitive compensation designed to reflect your expertise and contribution. - Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance. - Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan. - Paid holidays and time off to support a healthy work-life balance. - Parental leave to help our employees welcome their new additions. - Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals. - Company-paid counseling for assistance with mental health, stress management, and work-life balance. - Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career. - Discounted Texas Rangers tickets for a proud visit to Globe Life Field. Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.