• Handle inquiries for the New Jersey Department of Human Services Office of Child support via inbound calls • Respond to telephone inquiries and concerns using approved procedures and guidelines while ensuring the quality and integrity of the call • Answer questions on various issues such as child support payments history and account histories • Reset Personal identification of callers unable to self-serve in the Interactive Voice Response system • Gather information, research/resolves inquiries, and appropriately document customer calls • Understand and retain a large amount of information • Answer and respond professionally to escalate calls • Communicate appropriate options for resolution promptly • Review customer needs and inform customers of services and resources available to them

• Handle all incoming patient inquiries with professionalism, efficiency, and compassion, serving as the primary point of contact for every patient. • Adhere strictly to the Inbound Call Procedure and Scripting, including the Standard Greeting Script, for consistent and empathetic communication. • Triage and resolve common inbound call reasons, including initial scheduling, re-scheduling, appointment troubleshooting, insurance/billing questions, patient feedback/complaints, medication status questions, and urgent patient needs • Provide support for appointment management, including verifying appointment times and rescheduling appointments.

• Ser o ponto focal do cliente ao longo de toda a jornada pós-onboarding. • Conduzir reuniões de handoff, callback e reuniões de sucesso. • Atuar diretamente em tratativas de cancelamento, buscando retenção e recuperação da relação. • Realizar follow-up de NPS, entendendo causas e propondo ações de melhoria. • Conduzir adoção de funcionalidades de nível 1 (usabilidade, visão estratégica, processos). • Mapear riscos de churn e atuar proativamente na mitigação. • Criar e acompanhar planos de sucesso personalizados. • Monitorar indicadores como health score, engajamento e adoção. • Registrar interações e atualizações no CRM com qualidade e consistência. • Trabalhar em parceria com o time técnico para garantir entregas alinhadas às necessidades do cliente. • Identificar oportunidades de expansão (upsell/cross-sell) quando fizer sentido para o cliente.

• Support growing US-based customer support operations • Handle inbound and/or outbound customer interactions • Thrive in fast-paced support environments