• Handle inbound and outbound customer interactions via phone and email in Portuguese and English, delivering a professional, customer-focused experience • Assist customers throughout the entire rental journey, including reservations, booking modifications, cancellations, and post-rental support • Identify customer needs and recommend the most suitable rental options, upgrades, and additional services to maximize sales opportunities • Manage multiple tasks simultaneously while maintaining accuracy and efficiency in a fast-paced environment • Resolve customer inquiries, complaints, and issues promptly, ensuring a positive customer experience and high satisfaction levels • Meet and exceed individual performance targets related to bookings, call handling, service quality, and customer satisfaction • Maintain high standards of communication quality across all customer interactions, in line with company policies and procedures • Accurately document customer interactions and reservation details in the company systems • Collaborate with internal teams to ensure timely resolution of customer requests and operational issues • Work on a rotating schedule, including weekends, public holidays, and occasional night shifts (approximately one full week every six months), providing support in English during overnight hours • Contribute to maintaining excellent online customer ratings and overall service performance • Ensure a professional and productive work environment while working remotely from a dedicated home office space

Role Description We are recruiting to place a Customer Support Agent on behalf of our US-Client, a well-established pest control company known for delivering honest, reliable service to residential and commercial customers. This role is ideal for someone who enjoys speaking with customers, staying organised, and solving problems on the fly. - Handle inbound calls - Manage appointment scheduling - Follow up on missed calls, texts, and website enquiries - Track technician hours - Help ensure completed work matches what was ordered - Maintain accurate customer and service records PLEASE NOTE: - Working Hours: - Monday – Thursday: 9:00 AM – 6:00 PM EST (3:00 PM – 00:00 AM SAST) - Friday: 9:00 AM – 1:00 PM EST (3:00 PM – 7:00 PM SAST) - Sunday: 9:00 AM – 1:00 PM EST (3:00 PM – 7:00 PM SAST) - Hours subject to change depending on daylight savings. - Public Holidays: This role requires working on both South African and U.S. public holidays. Compensation for SA public holidays will be in accordance with the BCEA. - Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered. - Power Backup: Reliable backup is required to manage load shedding or outages. Applicants without a power backup cannot be considered. - Work Environment: Fully remote. Qualifications - Strong verbal and written English communication skills - Detail-oriented, organised, and proactive - Proficient in Microsoft Outlook and the MS Office Suite - Basic Excel skills for reporting purposes - Proficiency in completing timesheets - Previous customer service or administrative experience is preferred but not mandatory - Industry experience is not required Requirements - Answer incoming calls with professionalism and courtesy - Manage inbound appointment scheduling – this will be the initial training focus - Follow up on missed calls, voicemails, text messages, and website form submissions - Log technician hours and review submitted reports, updating timesheets accordingly - Correct inaccuracies identified in technician reports - Review completed work orders for accuracy, confirming they match what was ordered and identifying items that need to be redone - Maintain accurate customer and service records through general record keeping and data entry - Prepare basic reports using Excel - Collaborate with internal teams to ensure seamless service delivery Company Description

• Respond to customers' inquiries via chat and email promptly and professionally • Verify customer account information accurately and efficiently • Assist customers with their orders, refunds, and exchanges, ensuring complete customer satisfaction • Provide comprehensive and accurate product information to customers • Ensure that customer inquiries and issues are resolved in a timely and effective manner • Continuously improve customer satisfaction by actively seeking feedback and implementing changes based on customer feedback • Maintain a high level of customer service knowledge and be able to assist with a wide range of customer inquiries and issues

Title: Customer Service Representative, Life Insurance Location: tampa United States Job Description Requisition ID 92864 Department NYL Direct Job Function NYL Direct Location Tampa,Florida,United States Role Location Designation Hybrid - 3 days per week Location Designation: Hybrid - 3 days per week Our New York Life culture has laid the foundation for over 175 years of commitment to our employees, agents, policy owners, and the communities where we live and work. Here you become a valued part of a welcoming, inclusive, and caring organization with a long-standing legacy in stability and growth. The strength revolves around our diversified, multi-dimensional business portfolio that goes beyond life insurance. As a Fortune 100 company and industry leader, we provide an environment where you can explore your career ambitions, offering opportunities to tackle meaningful challenges and stretch your skills while balancing work and life priorities. You will be part of an inclusive team guided by our belief to always be there for each other–providing the support and flexibility to grow and reach new heights while making an impact in the lives of others. You are our future, and we commit to investing in you accordingly. Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities. Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees’ needs. The initial 16 weeks of training involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday & Thursday . After training, the role will transition to full time work from home. As part of New York Life Direct, you'll join a team revolutionizing the life insurance experience for AARP members. We're the industry leader in direct-to-consumer life insurance, offering streamlined coverage directly to individuals, bypassing traditional agent models. Your work will directly impact lives by making life insurance accessible, affordable, and understandable for millions of Americans. When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture. Role Overview: Are you a personable, customer-service oriented individual? Are you interested in helping people protect their future? Are you interested in a career with an industry leader? If so, New York Life Insurance Company (NYL) may be the company for you. NYL strives to provide best in class service by making every service experience a positive one. It is the hallmark of what we do and how we keep good going. We are looking for customer- focused, accountable, efficient and engaged professionals who are devoted and guided by a commitment to service excellence. Customer Service Representatives establish high quality customer relationships using informational resources and technical knowledge. Hours of operation are Monday - Friday: 8:00am - 8:00pm Full-time - candidates must be available to work a variety of hours, here are some sample schedules: 11:00am – 7:00pm, 11:30am - 7:30pm, 12:30pm – 8:00pm What You’ll Do: - Handle high volume of inbound customer and sales agent inquiries. - Communicates and educates on product features, benefits and contract provision details. - Ability to handle most customer interactions independently. - Ability to explain information in functional area. - Maintains satisfactory level of key performance indicators according to departmental requirements. What You’ll Bring: - Associates degree or equivalent years of related experience - Minimum 2 years of customer service and/or call center experience required - Accountable, ethical, good decision-making ability - Problem solving / ability to assess and take appropriate action - Strong verbal and written communication skills required - Excellent computer navigation skills and ability to multitask - High school diploma, or GED from an accredited school required. Bonus points for these: - Bachelor’s degree or equivalent years of related experience - Bilingual – Spanish - Prior experience within the insurance industry Training & Development: Customer Service Representatives undergo a comprehensive paid Hybrid training program to learn about the insurance industry, product and policy provisions and transaction processing. Coaching and feedback is provided to help you gain the necessary skills to be successful. Career growth opportunities available. It is mandatory to attend all Sales and Service Center training with the objective of obtaining the Florida Life and Variable Annuities License (#214). Preferred candidates hold a current / active Florida Life and Variable Annuities License (#214) with Continuing Education (CEs) with deadline not due within 90 days from date of hire. If CE's are due within 90 days, they must be completed before date of hire. Unlicensed candidates are encouraged to apply as well! Hybrid training – Monday and Friday work from home and Tue-Thu onsite *up to the first 16 weeks* After your training, you will transition to full time work from home. Training Hours: 9am-5pm EST Must live within 50 miles of our Tampa location 8641 Henderson Rd, Tampa 33634 Benefits/Perks and Amenities: - Standard- Medical, Dental, Vision - Life Insurance, Short-Term & Long-Term Disability - Vacation, Holidays - Paid Training - 401K with Company Match - Cash Value Pension Plan - Tuition Reimbursement - On-site Gym & Cafeteria - Employee discounts - Employee Resource Groups - Volunteer Opportunities - Casual Dress The initial 16 weeks of training involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday & Thursday . After training, the role will transition to full time work from home. #LI-MS5 #LI-HYBRID #LI-REMOTE ​ Pay Transparency Salary Range: $35,000-$42,000 Overtime eligible: Nonexempt Discretionary bonus eligible: Yes Sales bonus eligible: No Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program. Our Benefits We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site. Our Commitment to Inclusion At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life’s leadership in this space.​ Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com. ​ Job Requisition ID: 92864