• Supervise and manage daily activities of 8–15 Member Services Representatives (MSRs) • Monitor real-time call center performance and proactively address service level issues • Working in tandem with Workforce Management staff, managing MSR adherence to schedules, including attendance, punctuality, and break compliance • Provide immediate, real-time direction, intervention, and call take over support as needed for complex or escalated member interactions • Ensure all agents deliver a high-quality, accurate, and empathetic member experience • Conduct QA call monitoring and provide coaching and feedback • Hold agents accountable for performance metrics, call quality, and procedural compliance • Conduct one-on-ones, coaching sessions, and formal performance reviews based on QA, KPIs, and customer feedback • Identify and address performance gaps through coaching and disciplinary action when needed • Ensure team members follow all policies, procedures, and system requirements • Communicate organizational updates, process changes, and expectations clearly and consistently • Identify training needs and partner with training teams to close knowledge gaps • Partner with Workforce Management while maintaining direct accountability for team adherence and coverage • Monitor dashboards and reports to identify trends and implement improvements • Support recruiting, interviewing, and onboarding of new team members • Develop team members through coaching, mentorship, and career development planning • Resolve escalated member issues and reinforce best practices • Collaborate with cross-functional teams including IT, Operations, and Account Management • Keep leadership informed of trends, risks, and performance concerns • Perform other duties as assigned

• Monitor live vehicle operations and respond to remote assistance requests in real time • Use the remote assistance platform to support vehicles in accordance with operational protocols • Work on independently resolving issues, and escalate unresolved issues to the relevant team lead promptly and track resolution through to closure • Identify and flag patterns in vehicle behaviour or system performance that require attention • Communicate findings to relevant teams in a timely and structured manner • Collect, organise, and summarise remote assistance system issues and feedback • Communicate findings to relevant teams in a timely and structured manner • Assist customer service specialists with user communications and information follow-up as required • Support testing and feedback tasks related to remote assistance and customer service systems

• Create and edit intricate drawings • Perform advanced calculations • Conduct comprehensive land survey research • Ensure all CAD work meets the highest standards of precision and accuracy • Confirm that all drawings and maps accurately represent the surveyed data while adhering to project specifications and industry standards • Take on a mentorship role, guiding and assisting less experienced technicians in their work

• Responsible for office support of the HVAC service department • Coordinate on-demand billable calls for maintenance or repair • Proactively schedule preventative maintenance visits for plan members • Handle all inbound calls for H&C sales • Call potential customers to schedule sales visits • Monitor the CIA HVAC Teams chat room • Manage customer service issues as needed • Confirm all H&C sales visits and service visits • Effectively handle escalated customer issues • Follow up on proposed and quoted work or return visit requests in a timely fashion • Ensure service crews have updated customer information • Respond professionally to calls, emails, and instant messages • Perform additional tasks as required.