• Lead, mentor, and coach Customer Care Representatives (CCRs) and CCR Leads to achieve departmental goals. • Conduct one-on-one coaching sessions and provide structured feedback to improve performance and engagement. • Partner with the Training Department to enhance onboarding, process documentation, and continuing education. • Oversee work order (WO) setup and handoff to ensure accuracy in Salesforce. • Manage technician scheduling, confirm availability, and coordinate preservice calls. • Arrange and monitor travel within budget and profitability guidelines. • Review job completion documentation, surveys, and notes for quality assurance. • Conduct follow-up and CSAT (Customer Satisfaction) calls; escalate issues when necessary. • Verify all job documentation prior to financial transition. • Foster a culture of accountability, positivity, and teamwork that aligns with Meridian’s Core Values.

In this role, the Support Engineer will work within an internal support operations environment focused on reducing executive‑level escalation risk. The position centers on: Proactively monitoring incoming technical support cases Identifying potentially high‑risk situations Engaging early to prevent issues from escalating Evaluating technical case health Ensuring high‑quality communication Contributing to ongoing improvements in risk‑assessment processes This is a highly collaborative and visibility‑driven role requiring strong situational judgment, clear communication, and comfort interacting with multiple layers of leadership. Provide technical assistance to users by addressing inquiries related to software, hardware, and system operations, typically involving lower‑complexity issues. Review incoming support cases with a focus on evaluating overall health, technical accuracy, and communication quality. Identify high‑risk or sensitive cases that require proactive engagement to reduce the likelihood of escalation. Contribute to the enhancement of a risk‑evaluation engine using AI‑based prompt engineering and insights from historical case trends. Maintain detailed records of daily case activity, communication events, issues encountered, and resolution steps taken. Independently research technical issues by reading documentation, using diagnostic tools, and collaborating with users or internal teams.

• Lead the design strategy and execution for our customer support ecosystem. • Collaborate with cross-functional teams to create intuitive and visually appealing solutions. • Ensure solutions are highly functional and enhance the customer experience.

The Remote Dining Concierge is responsible for managing dining reservations across multiple venues, ensuring a seamless and personalized guest experience. Coordinate and manage all dining reservations for on-site restaurants. Assist guests with dining inquiries, spa appointments, golf tee times, and curated resort experiences, via phone, email, or digital platforms. Offer expert knowledge of all resort dining venues, menus, hours of operation, special events, and chef offerings. Provide personalized dining recommendations based on guest preferences, dietary requirements, and availability. Promote premium experiences such as chef’s tables, wine pairings, or culinary events. Maintain accurate records of reservations using the restaurant’s reservation management systems. Provide expert knowledge of local entertainment, including theatre, sporting events, concerts, sightseeing, and trusted vendor experiences. Communicate with restaurant managers and staff to ensure tables are prepared for special occasions or VIP guests. Liaise with the concierge, front desk, and guest services to ensure a coordinated approach to guest requests. Utilize a sales-focused approach to recommend enhancements, upgrades, and additional services that elevate the guest experience while maximizing revenue opportunities. Consistently deliver service that meets or exceeds Forbes Travel Guide 5-star standards. Stay updated on all restaurant menus, special events, and promotions. Recognize repeat and VIP guests and tailor services accordingly. Handle last-minute changes or cancellations with professionalism and efficiency. Follow up with guests post-visit to ensure satisfaction and record feedback. Perform other related duties as assigned to support the overall success of the team and business.