• Responding to customer inquiries and resolving issues via email and live chat • Utilizing internal tools to address and take ownership of customer concerns • Collaborating with other departments to escalate and resolve complex queries • Working closely with our diverse international team

• This position is responsible for counseling and educating the customer on all moving-related service needs. • This position’s main purpose is to liaison between the customer, client, Suddath Account Manager and all service providers with an overall goal of creating an exceptional experience. • Perform introductory and pre-move counseling call meeting the client’s SLA. • Perform, with the customer moving, all pre-move calls, pack/load/delivery calls, etc. • Manage the day-to-day customer service needs of all customers and clients. • Provide clear communication, both verbal and written to all customers and clients. • Provides timely and accurate information in response to incoming customer phone and email messages. • Analyze survey results to identify items outside of the client policy and communicate those with the customer or seek exception approval from the client when appropriate. • Process customer files according to established client policies. • Ensure proper COD collection is obtained for overages. • Update and maintain operating system with accurate and timely data in all platforms, including the client’s management system. • Perform daily workflow tasks and ensure all contact points are made on each move within the assigned timeframe. • Obtain actual services rendered (i.e. weight, labor, etc.) prior to delivery and communicate with the client or customer any additional COD charges outside the client’s relocation policy. • Timely management of the collection of these overages prior to delivery. • Maintain acceptable post-move survey scores that align with client SLA’s and/or Suddath internal goals and SLA’s.

This role involves providing exceptional customer service and support in the life insurance sector. Manage Inbound Communications: Answer incoming calls and emails, addressing customer questions, requests, and issues with professionalism and care. Consult on Customer Success: Advise customers on how to best leverage our life insurance products and services based on their unique needs, ensuring they have the right solutions. Maintain Product Expertise: Serve as a trusted product expert by keeping your knowledge accurate, up-to-date, and strategically aligned with our offerings. Resolve Customer Pain Points: Address complaints and concerns with effective, positive solutions that enhance overall customer satisfaction. Build Lasting Relationships: Foster enduring, trust-based relationships by consistently delivering above-and-beyond service.

• Engage in meaningful, human conversations with parents to explain the vital importance of our mission. • Use warm leads to help families find the right program and enroll their children. • Provide top-tier service by solving problems, answering questions, and being a steady hand for the community. • Guide families through enrollment with confidence and enthusiasm. • Handle inbound calls, texts, emails, and tickets with empathy and professionalism. • Support retention efforts by understanding concerns and offering thoughtful solutions. • Process cancellations, online enrollments, account updates, and billing changes. • Manage and maintain our in-house ticketing system. • Document interactions thoroughly to ensure smooth team communication.