• Respond promptly to customer inquiries via Freshdesk (email and chat). • Make outbound calls to customers — save accounts, offer solutions, and close retention conversations with confidence. • Upsell and cross-sell relevant products based on customer needs and purchase history (50% success rate from connected calls). • Handle inbound inquiries via live chat and phone — order updates, returns, exchanges, refunds, and product inquiries. • Maintain accurate and complete customer interaction records. • Identify recurring issues and suggest improvements to processes or templates. • Meet or exceed performance targets for response time, resolution rate, and customer satisfaction. • Perform other customer experience–related tasks as assigned.

• Answer incoming calls from customers • Engage thoughtfully with customers to understand their needs • Conduct research across multiple systems to resolve questions • Provide clear, accurate information to help consumers navigate healthcare options • Manage a high volume of interactions while maintaining quality and professionalism • Follow a set schedule, including designated breaks and lunches

• Answer incoming calls from customers • Engage thoughtfully with customers to understand their needs • Conduct research across multiple systems to resolve questions • Provide clear, accurate information to help consumers navigate healthcare options • Manage a high volume of interactions while maintaining quality and professionalism • Follow a set schedule, including designated breaks and lunches

• Answer incoming calls from customers • Engage thoughtfully with customers to understand their needs • Conduct research across multiple systems to resolve questions • Provide clear, accurate information to help consumers navigate healthcare options • Manage a high volume of interactions while maintaining quality and professionalism • Follow a set schedule, including designated breaks and lunches