Role Description The AutoVitals suite of SaaS products are designed to solve many of the current hurdles faced by auto repair shops. Our mission is to help auto repair shops drive profitable growth by attracting new customers, providing superior communication and customer service, increased shop efficiency, higher average repair orders, and more. As the first point of contact for our clients, the Customer Support Specialist (Tier 1) is responsible for handling inbound support requests across all channels, resolving common product questions, and routing more complex issues to the right specialist on the team. The ideal candidate will approach our clients with empathy, deliver fast and accurate resolutions for documented issues, and use sound judgment to route tickets that require deeper expertise. This position will report directly to the Manager, Customer Support and will work remotely. We're looking for someone to join our team immediately. Responsibilities - Handle incoming phone calls and a high volume of support tickets across all channels. - Resolve basic product questions including feature use, navigation, account settings, user management, and access issues. - Triage and route incoming tickets to Tier 2 (process and configuration issues) or Tier 3 (technical and integration issues) based on ticket type. - Document every interaction in the ticketing system with clear, complete notes that allow downstream tiers to pick up where you left off. - Meet target response and resolution times on standard tickets while maintaining a high level of customer satisfaction. - Identify gaps and unclear documentation in the knowledge base and flag them to Tier 4 for runbook updates. - Adaptable to change, ensuring alignment with our company goals: increasing client usability and adoption while delivering exceptional customer service. Qualifications - 1+ years in customer service, technical support, help desk, or similar customer-facing role. - Strong written and verbal communication skills. - Comfort following documented processes and using ticketing tools. - Ability to come up to speed quickly on new software and product concepts. - Self-starter who is naturally curious and motivated to find solutions. - Sound judgment to recognize ticket type and route appropriately. - Must be eligible to work in the United States. Requirements - Bonus: SaaS support experience. - Bonus: Exposure to the automotive or service industry. - Bonus: Familiarity with A.I. tools or comfort using A.I. assistants to accelerate research and documentation. Benefits - Salary Range Transparency: Full Time, Hourly $24.00 - $26.44/hr. - Pay rate to be determined based on factors including but not limited to geographic location, skills, education, and/or experience. - Medical/Dental/Vision. - Flexible Spending Account. - 401K Match. - Unlimited PTO.

• The Technical Customer Care Specialist I will manage a variety of interactions with clients via phone, email, and other methods of communication supporting the DMS technical call center. • Handle routine customer questions relating to product usage, as well as technical support issues. • Maintains expert-level knowledge of Dealertrack Solutions and Products. • Develops and maintains strong technical expertise in Dealertrack products and those devices and platforms upon which the products function. • Accurately logs all customer information in the CRM customer ticketing system. • Adhere to corporate objectives for ticket processing and associated support service level agreements for response time and ticket closure. • Follow-up skills. • Ability to handle and respond to multiple open issues. • Able to work independently with little direction and multi-task and handle various tickets at once while being extremely productive and timely. • Ability to work required shifts both independently and within a team organization. • Facilitate communication from Support Team to other departments as needed to complete Cases.

• Monitor and respond to all incoming Yardi support tickets within one hour of SLA. • Triage, troubleshoot, and resolve issues efficiently, providing clear communication to requestors throughout the process. • Escalate unresolvable issues to Yardi vendor support with detailed, well-documented cases and manage them through to resolution. • Yardi training to users based on recurring ticket submissions to mitigate on go forward. • Audit and maintain user access on an ongoing basis, deactivating accounts for departing employees in a timely manner. • Manage department-level changes as the organization evolves, including activating and inactivating departments as needed. • Configure property lists and system settings for each newly onboarded asset so properties appear correctly across all relevant views, reports, and modules from transition day. • Collaborate with finance, operations, and leadership to build and maintain custom reports tailored to Sentral’s needs. • Execute the full Yardi shutdown process for properties being dispositioned, ensuring a clean system handoff.

Role Description The COBRA Specialist supports and services COBRA & Direct Billing participants, as well as clients and brokers by providing COBRA Administration in accordance with federal COBRA regulations. - Communicating complex issues clearly and simply - Proactive follow-up - Delivering legendary customer service - Relentless about improvement The core competencies of this position are: - Customer Support - Membership Changes - Punctually logs in at their assigned phone shift and maintains available status outside of breaks and lunches. - Promptly answers incoming calls and e-mails to provide support to clients, brokers, and participants. - Accurately & confidently explains COBRA to clients, brokers and participants, including COBRA notices, timelines, payments, reporting and coverage. - Assist clients, brokers and participants with navigating the COBRA & Direct Billing Portal. - Remains familiar with reporting functionality and assists clients and brokers with running and interpreting reports in the COBRA & Direct Billing Portal. - Document all interactions in the phone system & SharePoint immediately after calls & emails. - Keeps organized notes of calls requiring follow-up and takes ownership until resolution is reached. - Maintain a strong working knowledge of COBRA and stay current with law and regulation changes. - Confidently handles complex issues and collaborates with other team members to come to the best resolution. - Tactfully addresses sensitive participant matters. - Documents urgent reinstatement requests according to department procedure and timely follows up on requests as stated until completed. - Consistently follows-through and follows-up on requests until resolved. - Take initiative to use available resources to problem-solve and escalate when appropriate. - Appropriately redirect calls and emails to other departments as needed. - Assumes other duties as assigned by Manager. - Ensure privacy by following all security and HIPAA guidelines. Processing Changes: - Timely process requests from participants according to department procedures in the COBRA & Direct Billing Portal, including: - COBRA elections - Removing Dependents - Dropping Coverage - Life Events - Timely process requests from clients and brokers according to department procedures in the COBRA & Direct Billing Portal, including: - Contact changes - Adding/removing subsidies - Reporting requests - Updating direct billing accounts - Make good use of available templates and resources to efficiently handle incoming requests. - Engage productively with other team members to encourage and maintain an up-building environment. - Ability to work effectively with various individuals and multi-task. - Ability to make decisions utilizing sound judgment. - Assumes other duties as assigned by Manager. Qualifications - 6-12 months of direct COBRA Administration experience preferred - Experience with Direct Billing preferred - Experience with Alegeus WealthCare COBRA Platform strongly preferred - Experience with RingCentral preferred - Track record as an enthusiastic team player with proven ability to prioritize, multi-task - A passion to make customers and coworkers feel important and valued - Must be able to cope in fast-paced environment managing sensitive, confidential issues - Proficient PC Skills including Microsoft Suite (Microsoft Office, Excel, Outlook, Sharepoint, Teams) Requirements - Bilingual, Spanish (preferred, not a requirement) Benefits - Competitive salary - PTO & paid holidays - 401(k) with match - Exclusive discount programs - Health & wellness programs - Performance-based incentives may be available