Role Description In this role, you will handle maintenance, collection and liquidation activities for an assigned portfolio of accounts. This will include handling a variety of customer inquiries, analyzing payment history/notes, and communicating statuses to customers. Our hours of operation are Monday-Friday, 7AM-7PM CST (no weekends). - Reviewing customer contract, including but not limited to, voluntary surrender, Principal and Interest breakdown for their payments and account, Total Loss process. - Advise the customer of their account open and closed accounts. - Provide customer information regarding the status of their titles including but not limited to; state to state transfers, title protection. - Assist customer with information on all optional products. - Assist customer with extensions and deferral in times that may not be able to pay. - Taking payments and reviewing history/notes and clearly communicating account statuses to customers. - Maintain accurate records of customer interactions, including any issues that arise and their resolution. - Recommending appropriate solutions to customers by analyzing their accounts. - Must be comfortable with manual calculations. - Must be comfortable handling multiple systems at one time. Qualifications - Excellent verbal and written communication skills and are a strong multitasker. - Strong attention to detail. - Drive to solve problems and meet goals. - Familiarity with Microsoft Office tools. - Experience in customer service. - High school diploma or equivalent. Requirements - Excellent Internet connectivity: - Internet access speeds of 2 Mbps upload and 10 Mbps download – the faster the better! - Hardwired internet access - wireless and/or satellite Internet Service Providers are not compatible with our systems. - Productive, quiet and distraction-free, secure place to work. - A Smartphone (iOS or Android), 4 years old or newer, in which you will be able and willing to download our app that will be leveraged for company communications. Benefits - Competitive rate of $14/hour. - Medical, dental and vision benefits. - Paid training & generous PTO (be sure to ask about our new Global Flexible Vacation Policy!). - Additional pay incentives as well as monthly rewards & recognition programs. - Advancement opportunities – 80% of our frontline leaders have been promoted from within. - Employee Discounts. - EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland.

Role Description If you love the fitness industry and are inspired to help studios and their members achieve their fitness and financial goals, we want you to join our team. As a top-notch Customer Success Specialist on our Customer Success team, you are responsible for providing first level support to our national customer base by phone, live chat and support tickets in Zendesk. To be successful in this role you will be an enthusiastic problem solver. You will demonstrate empathy in writing and in tone of voice, a focus on customer success, and a willingness to get involved to help drive results and deliver positive customer outcomes. You will be a brand ambassador willing to go the extra mile to ensure complete customer satisfaction and represent ClubReady with integrity. Schedule & Hours - Support team operates in scheduled eight-hour shifts between 6:00 AM and 9:00 PM CT Monday through Friday. - Weekend hours are from 8:00 AM to 5:00 PM. - This opening is for a Monday–Friday shift. - Consistent, full-time schedule expected once training is completed. - Applicants must be available for any shift within weekday operating hours. What You'll Do - Provide outstanding customer support for a suite of software products through all support channels (tickets, chat, phone/Zoom) and ongoing management of tickets. - Identify and resolve customer issues, using various troubleshooting methods and resources. - Communicate effectively with customers, both verbally and in writing, to address their concerns and provide solutions. - Ensure a positive customer experience by providing timely and accurate support and addressing their needs. - Effectively communicate ticket status and resolution. - Maintain accurate records of customer interactions, issues, and resolutions. - Take ownership of customer issues and provide resolution or know when and how to escalate issues to appropriate teams. - Create documentation and knowledge base articles to improve service delivery. - Act as liaison between clients and management to enhance overall customer experience. - Meet live chat, response time, and customer satisfaction performance targets. Qualifications - College degree preferred and/or up to a year of equivalent relevant experience. - Fitness studio experience with ClubReady is a plus. - Sound judgment and excellent problem-solving skills with the ability to work with customers that are both technical and non-technical. - Prior customer service experience in a SaaS (software-as-a-service) environment preferred but not required. - Must be personable and enjoy working in a customer-facing role, possessing the ability to build relationships with customers. - Superb written and verbal communication skills and an ability to empathize with customers. - Strong interpersonal skills to communicate effectively with any customer regardless of title and to work collaboratively with different teams. - Ability to work well under pressure. - Detail oriented. - Flexibility to work irregular hours, when required. - Excellent multitasking and problem-solving skills. - Team player driven by success, and a willingness to demonstrate leadership. - Candidates must be located within specified states to be considered for this position: Arizona, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Iowa, Kansas, Kentucky, Massachusetts, Minnesota, Missouri, Nevada, New Hampshire, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Virginia, Washington and Wisconsin. Benefits - Equal opportunity employer dedicated to building a diverse and inclusive workplace. - All qualified applicants/employees will receive consideration for employment without regard to age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), gender, gender identity, sexual orientation, veteran status, physical or mental disability, genetic information, ethnicity, citizenship, or any other characteristic protected by law. - Broad salary ranges for roles to account for variations in knowledge, skills, experience, market conditions and locations. - Candidates are typically placed into the range based on various factors including internal peer equity.

• Resolve customer insurance requests via Salesforce cases, phone calls, and internal workflows • Service property policies (coverage changes, renewals, endorsements, billing questions, etc.) • Deliver high-quality customer experiences — especially in complex or time-sensitive situations • Partner directly with carrier partners and referral sources to advocate for clients • Maintain strong documentation and data accuracy within Salesforce • Identify inefficiencies and suggest process improvements • Operate with accountability and autonomy in a fully remote environment

• Provide administrative and operational support to the Revenue team by helping resolve day-to-day requests • Coordinate information across departments • Ensure sales representatives have the resources they need to serve agency partners effectively • Research issues, track down information, and coordinate responses across internal teams • Assist with internal agency-related inquiries, operational requests, and follow-up activities • Maintain visibility into open issues and ensure timely resolution • Assist Revenue navigate internal systems, processes, and support channel • Identify gaps in the Revenue team's toolkit, knowledge base, and operational resources and communicate to Marketing • Assist with onboarding new Revenue team members • Support field readiness and adoption of new tools and processes and identify ongoing training opportunities • Support reporting, visibility, and operational tracking efforts • Identify opportunities to streamline workflows, reduce manual effort, and improve efficiency • Support Revenue Operations initiatives and special projects as needed • Deliver a high-quality service experience for internal stakeholders