• Supervise the performance of Call Center Teams to ensure Customer Experience Specialists meet or exceed performance standards • Manage daily operations of the customer service team and provide feedback by monitoring all correspondence, including chats and emails • Oversee, mentor, advise, and develop Customer Experience Specialists while consistently upholding professional conduct • Analyze quality monitoring reports to identify and address employee development opportunities • Manage administrative tasks related to Human Resources, including scheduling and conducting performance reviews • Ensure thorough and precise documentation of all employee interactions / meetings and records • Monitor and manage operational risks by ensuring key controls are effectively implemented • Handle escalated calls as needed and investigate / resolve customer complaints as applicable

• Communicates clearly and effectively over the phone to support the EFAST2 filing public • Builds technical expertise of EFAST2 system to troubleshoot and resolve problems for the EFAST2 filing public • Delivers accurate, high-quality results independently while consistently meeting contract performance standards • Actively incorporates feedback to enhance performance and continuously improve service delivery • Maintains a positive attitude and performs effectively under pressure • Escalates complex issues to senior specialists or government agencies as appropriate • Utilizes software tools to efficiently manage calls, document interactions, and access relevant resources • Demonstrates excellent attendance to ensure reliable support, particularly during periods of limited or single coverage

This role involves providing technical support and administrative duties pertinent to Help Desk operations. Provides phone, remote, and desk-side technical support to users in the areas of e-mail, directories, standard MS Windows desktop applications, and network connectivity Provides personal computer support, problem analysis, and hardware/software installation and configuration Interacts daily with customers to ensure productivity; provides individual feedback Responsible for scheduling and coordinating all training activities Maintains and posts daily event calendar; prepares and advertises future Help Desk event calendar Contacts hardware and software vendor representatives to solicit and arrange product demonstrations Maintains collection of technical publications pertaining to state-of-the-art hardware and software products and other materials Monitors team productivity and quality; provides individual feedback Provides Help Desk assistance, including answering phones and monitoring the Help Desk mailbox Prepares and delivers employee and customer coding and data entry training Maintains and verifies daily statistics; generates daily statistical reports Maintains an audit trail and statistical records of all problems and conditions reported by the client

We are seeking a motivated and detail-oriented Remote Travel Planner to support clients in designing personalized travel experiences from start to finish. In this fully remote role, you will guide clients through the planning process, research destinations, and build customized itineraries that create smooth, stress-free, and memorable trips. This position is ideal for someone who enjoys organization, client communication, and turning travel ideas into well-executed plans. Consult with clients to understand travel goals, preferences, and budget Research destinations, accommodations, transportation, and activities Design customized itineraries tailored to each client's needs Coordinate bookings for flights, hotels, transfers, and excursions Provide responsive support before, during, and after travel Stay informed on industry trends, supplier updates, and destination insights