• Handle all inbound calls in a timely manner. • Accurately gather and follow customer requirements during the initial call. • Obtain complete and accurate information while on the call, entering data promptly and precisely recording the unit’s location. • Ensure accurate billing information is communicated to the service provider. • Handle estimates promptly and accurately. • Make outbound calls to obtain updates on open events. • Keep customers updated on the event status and follow their instructions. • Collaborate with the roadside dispatcher when problems arise. • Manage time effectively to prioritize and complete tasks within deadlines.

• Respond to customer inquiries via email, chat, and phone. • Resolve customer issues accurately and professionally. • Document customer interactions and maintain accurate records. • Collaborate with internal teams to resolve complex cases. • Follow established processes while meeting quality and response time goals. • Identify opportunities to improve the customer experience.

• Utilize effective soft collections approach to negotiate and collect past due monies • Analyze situations and determine best payment plans • Maintain professional and friendly demeanor during calls • Work independently in an At-Home position while meeting performance standards

• Deliver exceptional technical support to customers via phone and email, ensuring timely and effective resolution of inquiries. • Build trusted relationships with customers by providing friendly, knowledgeable, and solution-focused support. • Troubleshoot software issues and guide customers through best practices to help them get the most out of the BIS Safety Software platform. • Educate customers on software features and functionality through clear explanations and product guidance. • Document customer inquiries, feature requests, and enhancement ideas to support continuous product improvement. • Test new features and software updates to ensure quality and functionality before release. • Partner with Development and other internal teams to resolve complex issues and advocate for customer needs. • Identify opportunities to improve internal processes, support documentation, and the overall customer experience. • Monitor recurring customer trends and feedback to help drive continuous improvements across the business. • Contribute to a collaborative, customer-focused team by participating in daily meetings and sharing knowledge with colleagues.