• Efficiently manage and monitor orders and cases from submission to completion, ensuring timely resolutions and clear communication with customers. • Perform outbound communication with physician offices through phone, fax, email, and other channels to efficiently resolve order issues. • Address inbound calls with empathy and precision, by resolving customer inquiries and providing comprehensive support. • Partner closely with the Sales team to anticipate customer needs, drive growth, and enhance customer retention through proactive solutions and positive professional relationships. • Collect and analyze customer feedback and trends to develop actionable strategies for continuous improvement, sharing insights with relevant teams.

• Assist with Legal inquiries from staff. • Take the lead on any client request. • Train on Workflow processes. • Ensure all Legal client profile instructions are up-to-date and accurate. • Intake new cases and review/verify information and requests. • Draft cases by entering information into the Dane Street system. • Sort, organize and create medical document listing - if required by client, and in line with specific special handling. • Assign/schedule new cases to physicians for review with the appropriate physician. • Update clients frequently on cases in progress. • Monitor, process, and track cases to ensure we meet deadlines. • Work with the Operations Managers and CSR Supervisors to provide initial/follow-up training to the CSR teams as needed.

This role executes and owns assigned projects while delivering an exceptional creator experience. Monitor email, DMs, creator-facing chat and answer all inquiries within one business day. Effectively follow up with creators missing deliverables after the deadline to increase post rate. Accurately review creator collab gift card compensation eligibility. Manage communication of sparked content to creators. Assist in managing the inbox workflow, delegate tagged conversations when additional support is needed to ensure creator messages are reviewed in a timely manner. Identify opportunities for improvement while taking the creator perspective into account. Seek out opportunities for growth and development with your manager. Actively engage and participate in 1-on-1s, team meetings, and training sessions. Stay updated on influencer marketing trends to provide the best creator experience. Execute and own all assigned projects and tasks with a strong self-starter mentality. Other projects and tasks as assigned.

• Serve as first point of contact for customers via phone, email, live chat, and SMS • Respond to customer inquiries promptly, professionally, and empathetically across all channels • Build rapport and provide personalized recommendations based on customer needs • Follow up with clients to ensure satisfaction and gather valuable feedback • Build strong client relationships through consistent communication and support • Maintain warm, clear communication that balances professionalism with approachability • Act as brand ambassador delivering white-glove service that exceeds expectations • Process phone and online orders with accuracy and efficiency • Monitor and update customer accounts ensuring data accuracy • Assist in onboarding new clients and guiding them through company systems and platforms • Coordinate with operations, design, and logistics teams for timely delivery and fulfillment • Manage order changes, cancellations, special requests, and account updates • Support clients in navigating tech-enabled communication platforms and systems • Set up new accounts and assist with manual work, automations, and account creation • Provide solutions to customer issues, troubleshooting common problems independently • Resolve customer concerns with professionalism, urgency, and ownership • Escalate complex concerns to appropriate teams when necessary while keeping clients updated • Handle difficult conversations calmly and professionally, especially with frustrated customers • Clearly explain billing, utility, and service concepts to non-technical customer bases • Review bills, usage patterns, and spot trends to form first-pass hypotheses • Translate technical or billing information into customer-friendly explanations • Document all customer interactions, feedback, and case history in CRM systems • Maintain accurate notes and ticket management following workflow standards • Tag and escalate issues according to established protocols and SOP guidelines • Collaborate with operations teams to address recurring customer issues • Assist with light operations tasks during lower call volume periods • Help organize communication records and maintain SOP reference materials • Generate customer satisfaction reports and issue resolution metrics • Identify upsell and cross-sell opportunities during customer interactions • Promote seasonal offers, premium products, and value-added services • Identify trends in client concerns and recommend process enhancements • Collaborate with departments to improve overall customer experience • Develop and refine internal SOPs for the Customer Service Department • Provide insights on customer trends and areas for operational improvement