• Answer inbound calls and assist members with scheduling or updating transportation • Confirm member eligibility and accurately enter ride details • Address questions and resolve issues related to transportation services • Identify additional member needs and provide appropriate support • Collaborate with internal teams to resolve real-time challenges • Meet and exceed performance goals, including response time, accuracy, and customer satisfaction

• Establish and document scalable support processes, workflows, and SLAs • Define support coverage model, ticket routing, and escalation paths • Create and maintain a structured, usable knowledge base • Identify gaps and implement systems that improve efficiency and consistency • Define, track, and report on key support metrics including: • First response time • Time to resolution • Ticket volume and trends • Escalation rates • Customer satisfaction (CSAT) • Build dashboards and reporting to provide visibility to leadership • Use data to identify trends, root causes, and opportunities for improvement • Set team goals and hold the team accountable to performance standards • Lead, coach, and develop a small team of Customer Support Technicians • Set clear expectations and provide consistent feedback • Drive accountability, ownership, and strong communication across the team • Support hiring and scaling the team as the company grows • Act as escalation point for complex or high-impact customer issues • Ensure a consistently high-quality, empathetic, and professional support experience • Partner with Customer Success to align on customer health and retention • Partner with Product and Engineering to surface bugs and advocate for product improvements • Identify recurring issues and drive upstream fixes, not just reactive support • Collaborate with Implementation and Customer Success to improve the end-to-end customer journey

• Communicates effectively with financial institution partners via calls and emails to address operational needs, resolve issues, and foster strong relationships. • Manages multiple time-sensitive tasks while identifying opportunities for recommending new products/services and cross-selling. • Utilizes internal systems such as Salesforce for logging interactions, tracking issues, and documenting trends, while providing support and training to partners/clients. • Ensures compliance with procedures for client support activities, including Customer Identification Program (CIP) processing, marketing collateral coordination, and adherence to regulatory requirements. • Leads team initiatives by facilitating training, mentoring team members, and overseeing the Quality Assurance process to maintain excellence in client interactions. • Other duties as assigned.

Role Description Become a Key Player at Bush & Bush Law Group as a Customer Service Representative! Bush & Bush Law Group, a leading personal injury law firm, is on the lookout for a friendly and dedicated Customer Service Representative to join our team. This vital role is essential in providing outstanding service to our clients and contributing to their overall experience with our firm. As a Customer Service Representative, you will be the first point of contact for clients, addressing their needs and ensuring they receive the information and support they require. Your exceptional communication skills and empathy will play a crucial role in assisting clients during their legal journeys. Compensation: $13-$15 an hour. Key Responsibilities: - Client Interaction: Manage incoming calls, emails, and messages from clients and provide timely and accurate responses to their inquiries. - Information Gathering: Collect and document essential information from clients regarding their cases, ensuring all necessary details are accurately logged. - Case Management Support: Assist clients in navigating their cases by providing updates and information about the legal process. - Problem Resolution: Address and resolve client issues or concerns in a professional and empathetic manner, escalating complex situations to the appropriate team members when necessary. - Administrative Tasks: Support administrative tasks as needed, including data entry, managing schedules, and organizing client files. Qualifications - High school diploma or equivalent required; some college education preferred. - Previous experience in customer service, preferably in a legal or office environment. - Strong communication skills, both verbal and written, with a customer-centric approach. - Proficient in using Microsoft Office Suite and familiarity with case management software is a plus. - Ability to multitask, prioritize, and manage time effectively in a fast-paced environment. - Empathy, patience, and a positive attitude when dealing with clients, especially during their challenging times. Benefits - Positive and supportive team environment. - Opportunities for professional growth and development. - A leadership team that values innovation and efficiency.