• Handle 40+ inbound calls daily from members and providers in a back-to-back call center environment • Address multiple members and provider needs, including benefit questions, service issues, and general inquiries • Escalate unresolved and pending customer grievances • Document all interactions, actions taken, and outcomes in internal systems • Resolve routine to moderately complex issues by following established guidelines and workflows • Identify issues requiring escalation and ensure handoff to the appropriate teams • Meet quality, productivity, and customer experience expectations

• Supports guests across phones, email, chat, social media, and other digital platforms as the voice of our brand. • Manage high volume guest communications, reservations, and inquiries across all channels to ensure seamless, high-quality service. • Personalize interactions to create memorable experiences. • Handle online reservations, group events, adjustments, cancellations, and refunds accurately. • Identify opportunities to enhance the guest experience through recommendations and upgrades. • Coordinate with on-site operations teams to deliver a seamless and memorable guest experience. • Provide guests with support regarding retail transactions, promotions, seasonal programs, season passes, gift cards, rainchecks, leagues, etc. • Proactively and creatively resolve guest challenges, including technical issues and service recovery situations. • Escalate issues when appropriate. • Become a product knowledge expert to provide accurate information regarding center details, property features, onsite promotions, and event sales processes across all brands. • Respond to billing inquiries and concerns. • Meet quality assurance expectations across all channels to deliver a memorable guest experience. • Identify recurring trends and provide feedback to leadership.

• Conduct product demonstrations to showcase features and benefits to potential clients. • Engage in direct sales activities, including cold calling and lead generation, to expand the customer base. • Manage assigned territory effectively, ensuring consistent follow-up with leads and existing customers. • Analyze market trends and customer feedback to adapt sales strategies accordingly. • Build and maintain strong relationships with retail partners and clients to foster loyalty and repeat business. • Collaborate with the marketing team to develop promotional materials that support sales initiatives. • Provide exceptional customer service by addressing inquiries and resolving issues promptly.

• Travel to customer sites to install, repair, and perform preventative maintenance to customer’s equipment including flooded and sealed batteries, chargers and DC power distribution equipment (cable trays, battery racks and power cables). • Interacts with all levels of people, both inside and outside the company. • Develops and conducts training on the safe operations of the equipment and demonstrates skills to trainees, including both team members and customers. • Performs Preventative Maintenance inspections of customers’ batteries, chargers, battery handling equipment, and battery changing/charging area and records data. • Replaces defective parts, reassembles battery, and fuses lead parts with gas torch. • Determines specific gravity of solution. Waters, washes, cleans, and neutralizes customers’ batteries at customers' location. • Installs equipment at customer's facility to ensure full functionality according to specifications. • Provides on-site technical assistance to help troubleshoot and repair equipment. • Maintains records of performance reports. • Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer. • Occasionally download battery and charger data via a monitoring device and use the information to repair or correct battery/charger problems in accordance with the customer’s operation. • Occasionally report to local EnerSys Service Center for mandatory training, inventory, parts pick up/drop off, etc.