Role Description As a specialist, you will provide exceptional customer service and act as a brand ambassador for our customer, helping to deliver on their mission to serve sports fans anytime, anywhere and connecting fans to the sport and games they love most. That means you will support all aspects related to the customer's digital sports platforms to provide superior fan experiences every day. This will include: - Creating best-in-class experiences for all fans that contact us by demonstrating patience and acknowledging customer problems and issues. - Educating the fan, helping them accomplish what they want to do (stream a game, create fantasy account, etc.), and talk sports while you do it. - Effectively using all available technology tools and resources to resolve fan inquiries. - Developing/maintaining a general knowledge of client’s products and services. Qualifications - High school diploma or GED. - Ability to type 30+ words per minute. - 1+ year of customer service experience. - Excellent English communication skills, both verbal and written, as well as strong critical thinking and problem-solving skills. - Efficient in website/digital navigation and interaction. - Strong knowledge of and passion for sports. - Ability to multitask, prioritize and manage time effectively in a fast-paced – but remote -- environment. - Proficient in Microsoft programs. Requirements - A quiet and distraction-free, secure place to work. - Excellent Internet connectivity with access speeds of 2 Mbps upload and 10 Mbps download – the faster the better! - In-house network, and a hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates (wireless and/or satellite Internet Service Providers are not compatible with our systems). Benefits - Competitive hourly rates, paid training and PTO - be sure to ask about our Global Flexible Vacation Policy! - Hourly wage (varies by province). Final compensation will be determined based on location, and role alignment. - Additional pay incentives as well as monthly rewards & recognition programs. - Medical, dental and vision benefits. - 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.

• Process incoming content editing requests: emails, tickets, hotel profiles, messages in corporate chats; • Prepare and proofread texts for product team projects; • Ensure the relevance and accuracy of hotel information: text descriptions, service details, photos, room categories, accommodation conditions, and payment and cancellation policies; • Maintain and update the hotel tax database: correct and add taxes at the hotel and regional level, work with tax documentation; • Monitor and update geodata: revise and correct information about hotel locations and geographic objects.

• Collaborate with the Head of Customer Experience on team growth, development, and results - always balancing service quality with team wellbeing • Understand what drives each team member, and remove the blockers that hold them back, so the team performs at its best • Deliver clear, timely, and constructive coaching and feedback to the Quality & Training, Disputes, and Reputation Management teams • Monitor and present weekly reports on department KPIs and individual performance, communicating insights that drive decisions • Proactively work on continuous improvement strategies and peak-season scaling plans • Go beyond issue resolution - identify opportunities to surprise customers and turn routine interactions into memorable moments • Guide your team through difficult customer situations and step in to manage escalations directly when needed • Own team projects from start to finish - set direction, remove blockers, and guide your direct reports to deliver • Identify workflow inefficiencies, update SOPs, and champion process improvements that make the team faster and smarter • Support the evaluation and implementation of tools and platforms that improve team effectiveness • This is a full-time role working CET hours, typically 9AM to 5PM or similar.

Role Description ITM Marketing is currently hiring remote Customer Service Representatives to join our team! This position is responsible for delivering general OPM healthcare enrollment information to callers. The Customer Service Representatives use basic office equipment and technology such as soft telephones, email, chat, and web browsers to perform their duties. The processes that the Customer Service Representatives must follow are well defined and documented in training and work instructions. To prepare for this role, ITM Marketing provides paid, comprehensive training that equips our CSRs with the highest levels of knowledge and professionalism. Please note: these are Limited Service, Full-time Remote roles with a possibility of a more permanent position at the completion of the job. You will pick up equipment from the site of our partner company in Pharr, Texas or Lawrence, Kansas. All training will be done remotely. Responsibilities - Provide knowledgeable responses to telephone, email, and chat inquiries in a courteous and professional manner. - Follow established and documented policies and standard operating procedures such as filling out time sheets, adhering to privacy rules, and responding to numerous inquiries. - Utilize standard technology such as telephone, e-mail, and web browser to perform job duties. - Assist callers with locating information needed to make their healthcare plan decision. - Refer calls to other agencies as specified in the training and work instruction documents. - Maintain up-to-date knowledge of OPM regulations and policies as they apply. - Report problems that occur via the online system so they can be addressed by the appropriate parties. - Respond to telephone, email, and chat inquiries within the set of departmental staffing and time parameters. - Light data entry and clerical duties as defined in the training and work instruction documents. - May be required to work scheduled holidays. Overtime may be required. - Perform other related duties as assigned. - Regular and predictable attendance is required. Qualifications - High School Diploma or GED required. - Minimum six (6) months customer service experience required. - Must be able to speak and read English clearly, professionally, and fluently. - Must be able to type a minimum of 20 WPM - typing test WILL be administered before the letter of offer for the position is sent. - Ability to effectively work within established contractual turnaround times required. - Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks. - Proven ability to work as a member of a team. - Experience working with a PC and a Windows environment is required. - Must pass a Federal Public Trust Background Investigation. Home Office Requirements - Reliable, high-speed internet service. - Services that connect via a cellular network (mobile hotspot, fixed wireless, etc.) or satellite are incompatible. - Minimum 25 MBPS download speeds. - Must be a traditional, wired high-speed connection, such as cable or fiber. - Must be able to connect your computer directly to your modem or router via ethernet cable; Wi-Fi connections are not allowed. - Quiet and distraction-free workspace. - Our partner company will supply your computer equipment - must be picked up at our partner company's location. - Must be located within 50 miles of Pharr, TX or Lawrence, KS. - Must be at least 18 years of age and must be authorized to work in the United States. - We participate in E-Verify. Benefits - An awesome work schedule: Our call center is open from 7:50 AM - 8:00 PM EST, Monday - Friday; 8-hour shifts are scheduled within the hours of operation. - Weekly Pay. - Benefits after 90 days of being hired into a permanent full-time position: PTO (Paid Time Off), Holiday Pay, Health (Medical, Dental, Vision) Insurances, premium paid Life Insurance. - 401k eligible after 6 months of being hired into a permanent full-time position.