• Learn and apply Retention Sales and Customer Care concepts, procedures, and methodologies. • Perform entry-level sales and support tasks within a designated region or business area. • Respond to inbound customer inquiries via phone or ticketing systems, providing personalized and thoughtful communication. • Actively listen and ask questions to understand customer needs, showing empathy and respect. • Address requests to disconnect or remove services • Provide billing and pricing information • Resolve standard issues remotely or educate customers on resolution steps • Schedule service appointments when remote resolution isn’t possible • Arrange product returns or exchanges • Manage add/change/delete requests in hosted platforms • Use effective telephone-based selling skills to build rapport and identify customer issues • Offer creative solutions and explain product/service benefits • Negotiate household spend and upsell additional services • Accurately and efficiently input orders • Meet or exceed weekly and monthly sales activity goals. • Follow company-approved scripts to ensure consistent communication. • Assist with special projects as assigned.

• Contribute as the subject matter expert for multiple products and services • Respond to and handle complex calls with high profile customers to ensure smooth and effective operations of products and services • Proficiently handle complex customer matters and ensure escalation to management if necessary • Confer with management and conduct surveys to identify training needs based on projected production processes, changes, and other factors • Obtain information from customers and technical organizations, engineering, software and product requirements to prepare training programs for customers and team members • Ensures implementation of training programs • Participate in a scheduled on-call rotation (approximately once every two months) to provide operational and technical support • Maintain a consistent daily schedule from 9:00 AM to 5:00 PM PT , ensuring dedicated support coverage for clients and systems operating within the Pacific Time Zone

• Responsible for ensuring the best customer service journey • Provide customer support (external and internal) • Interpret consumer complaints and act to correct the root cause • Document the handling of requests clearly and concisely for external and internal stakeholders • Ensure adherence to operational and business metrics, maintaining achievement of established targets • Use tools and systems employed in support to query and record information • Case management: Track incidents and requests until resolution, logging all actions taken (by you or third parties) and keeping internal and external customers and managers informed of status • Process compliance: Strictly follow the processes and procedures established by the organization, ensuring standardization and quality in execution • Convergence product support: Provide technical and operational support for W-VPN, Infotim and agribusiness solutions • W-VPN activation: Coordinate activation projects with engineering, project, operations, commercial teams and customers, ensuring deadlines and delivery quality • Acquirer management: Monitor and manage processes related to electronic payment acquirers • IP monitoring: Monitor IP usage and context for major electronic payment companies, particularly during high-volume or critical dates • Scheduled maintenance management: Oversee nighttime activities within maintenance windows defined by engineering and notify customers who have contracted the W-VPN solution • Activation and change process: Manage all steps of W-VPN activation and modifications, from initiation through completion and final delivery to the customer.

Role Description Enlightened is seeking a Remote Customer Service Scheduler to support airport operations across multiple locations. This role is responsible for coordinating employee schedules, ensuring daily staffing coverage, and serving as a point of contact between staff, management, and HR. The ideal candidate is highly organized, proactive, and comfortable working in a fast-paced operational environment where maintaining staffing coverage and supporting team operations is critical. Key Responsibilities - Coordinate daily schedules for customer service staff across assigned airport locations. - Ensure proper staffing coverage and arrange floater support when employees call out or shifts need backfilling. - Monitor attendance and work with staff to address scheduling or coverage issues. - Communicate schedule updates and staffing needs to management. - Serve as a liaison between employees, management, and HR regarding operational or employee-related matters. - Coordinate regularly with Airport Operations Center (AOC) managers to discuss team performance and operational needs. - Assist with resolving employee attendance or operational concerns. Qualifications - 1+ years of experience in scheduling, operations coordination, customer service supervision, or workforce coordination. - Strong organizational and scheduling skills, with the ability to manage multiple staff members across locations. - Excellent communication and interpersonal skills. - Ability to work in a fast-paced operational environment. - Experience working in transportation, aviation, customer service, or operations environments is preferred. - Proficiency with Microsoft Office and scheduling or reporting tools. Requirements - Option 1 – Weekday Scheduler: Monday–Friday, 3:00 a.m. – 6:30 a.m., 17.5 hours per week. - Option 2 – Weekend On-Call Scheduler: Two openings available, On-Call Coverage Windows 4:00 a.m. – 10:00 a.m., 1:00 p.m. – 6:00 p.m. - Compensation: $60 day rate for each weekend day on call. If additional time is worked finding coverage, those hours are paid at $16.00/hour. - Weekend schedulers are on call during their assigned coverage window and are expected to respond promptly when staffing issues arise. Time spent actively coordinating coverage is compensated as outlined above. Benefits - Please note, these benefits are available exclusively to full-time employees of Enlightened. Equal Opportunity Statement Enlightened is proud to be an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability, or any other federal, state, or local protected class.