Role Description We need a resourceful email support agent who can think independently while providing fast, accurate answers to our clinical providers. Your primary focus will be managing the support inbox and keeping our internal knowledge base fresh and complete. This is a remote position; daytime U.S. hours are required (US Central Time 8AM to 5PM) so you can respond to clinical teams in real time. Qualifications - Mastery of written English with flawless grammar, punctuation, and tone control - Proven ability to think for yourself, diagnose root causes, and propose solutions - Experience providing email support in a healthcare or SaaS environment (minimum one year) - Familiarity with help-desk or ticketing tools such as Zendesk, Help Scout, or Freshdesk - Comfortable updating and maintaining a knowledge base or FAQ system - Reliable high-speed internet and the ability to work core U.S. business hours Requirements - Knowledge of medical or insurance terminology - Experience writing SOPs or process documentation - Previous remote-work experience on a distributed team Benefits - Full-time remote role - Monday–Friday, approximately 8 AM–5 PM Central Time (flexible for the right candidate) - Compensation commensurate with experience - Candidate provides their own computer and secure work environment Success in this Role Looks Like - First-response time under one business hour for provider emails - Consistent resolution of tickets within one business day for routine questions - Weekly knowledge-base updates that reduce repetitive inquiries - Proactive recommendations that improve workflow efficiency or customer satisfaction How to Apply Please attach a 3 writing samples to your application and also include the phrase "I can think on my feet" to demonstrate you read this job post.

Role Description The Customer Service Representative I (CSR) is an important member of our Contact Center team that creates and maintains customer relationships, understands products and services, researches inquiries, assembles and communicates information, verifies customers’ understanding of information, answers and records customer inquiries. Must be able to work the full time hours of Monday-Friday 8:30am - 5:00pm ET. Fully remote role. - Promote meaningful relationships and brand loyalty through engaged and informed conversation with customers (health-care providers, office staff, patients, pharmacists, and pharmaceutical sales representatives). - Respond to immediate customer questions, requests, concerns and needs. - Manage a high volume of inbound and/or outbound contact with customers via telephone, email, and chat. - Investigate issues that cannot be resolved at the initial point of contact and follow through until issue resolution. - Escalate issues according to department protocol. - Share feedback and assist management in enhancing the programs in order to provide the best customer service. - Maintain accurate data in systems, and update as necessary. - Utilize work-flows and scripting materials to inquire and help identify barriers with customers. The above duties are meant to be representative of the position and not all-inclusive. Qualifications - High school diploma/GED or equivalent combination of education and experience. - One (1) year of work experience in a customer service or customer-focused role. - Experience in a medical or pharmaceutical environment preferred. - Ability to provide consistently high-quality of customer service required. - Excellent written and oral communication skills with high level of professionalism. - Excellent interpersonal, organizational and active listening skills, with an ability to create customer relationships. - Extensive keyboarding, switching from multiple applications and use of phone. - Excellent computer skills required, including strong Microsoft Excel capabilities. Requirements - Must be able to work full time hours of Monday-Friday 8:30am - 5:00pm ET. - Fully remote role. Benefits - Access to health, dental, and vision insurance. - Retirement plan options. - Paid time off. - Paid parental leave. - Employee assistance programs. - Other perks. - Eligible employees may also have access to performance bonuses.

• Answer approximately **75–80 inbound customer calls per day** from consumers interested in applying for pre-settlement funding. • Provide outstanding customer service while educating consumers about available products and services. • Accurately collect and document customer information within company systems. • Guide applicants through the intake and onboarding process while ensuring a positive customer experience. • Meet or exceed established sales, quality, and productivity goals. • Demonstrate empathy and professionalism when assisting customers experiencing financial hardship. • Utilize CRM and other internal systems to maintain accurate records and follow-up activities. • Collaborate with internal teams to ensure timely processing of customer applications. • Follow established call scripts, compliance requirements, and company procedures.

• Respond to inbound and outbound calls providing clear and professional communication and resolving customer inquiries or issues. • Follow established processes to assist customers with reservations, ticketing, permits, and other services. • Effectively transfer customers to the appropriate department when needed. • Seek management support when necessary for complex issues or escalations. • Document customer interactions accurately according to company standards. • Update customer accounts and system information accurately. • Meet individual KPIs and support department goals for customer service excellence. • Adhere to company policies, procedures, and performance standards. • Complete all required training and coaching within set timeframes. • Communicate effectively with leadership and team members during shifts, ensuring proper handoff of work. • Contribute to a positive team environment by delivering best-in-class service and supporting department goals. • Perform other duties as assigned to support the contact center.