• Respond to inbound customer inquiries via phone, email, and chat with professionalism, empathy, and efficiency. • Resolve issues related to accounts, transactions, digital banking, card services, and general product questions. • Identify and escalate potential fraud, security, or compliance issues in accordance with training and policy. • Deliver accurate, clear, and client-friendly information in a manner that reflects Bankwell’s tone and values. • Navigate multiple systems to document interactions and research customer issues in real-time. • Maintain up-to-date knowledge of bank products, services, procedures, and regulatory requirements. • Meet or exceed performance metrics for quality, response time, customer satisfaction, and compliance. • Contribute to a culture of continuous improvement by providing feedback on tools, workflows, and processes. Contribute to our team’s ongoing development by updating, improving, and maintaining our Knowledge Base, New Hire training program docs, AI powered service tools, contact reporting, etc.

• Operativer Kundenservice: Du bearbeitest Kundenanfragen zu unseren erstklassigen Cookware-Produkten, insbesondere unseren Gusseisenpfannen, per E-Mail und gelegentlich auch am Telefon (Inbound). • Die Anfragen drehen sich um die Nutzung unserer Produkte, um Liefer- und Retourenprozesse sowie um schriftliche Kauf- und Nachkaufberatung. • Prozessentwicklung: Gemeinsam mit dem Team entwickelst du unsere Serviceprozesse langfristig weiter, um die Kundenzufriedenheit nachhaltig zu steigern. • Du optimierst Vorlagen, erstellst FAQs oder unterstützt in der Automatisierung durch KI-Tools.

Role Description We are seeking dedicated and customer-focused individuals to join our team as Seasonal Chat Support Representatives at Journeys. This contracted position offers the potential for permanent employment based on performance and evolving business needs. In this role, you will handle inbound customer chats, texts, and emails — assisting with order information, tracking, updates, cancellations, and providing detailed information about our products and website. Your commitment to delivering exceptional service will play a key role in creating positive experiences for our customers. Note: Work From Home opportunity available only to Tennessee residents. Key Responsibilities: - Customer Interaction: Address and resolve customer inquiries regarding orders, ensuring all information provided is accurate and up to date. - Data Management: Use various computer software and systems to access customer accounts, document case notes, process orders, and securely handle payment information. - Brand Representation: Serve as an ambassador for the Journeys brand by personalizing each interaction and building customer loyalty. - Performance Standards: Meet attendance requirements and key performance indicators (KPIs) to maintain a high standard of service. - Information Security: Ensure the safety and privacy of customer data by following all company policies and procedures. - Additional Support: Perform other duties as needed to support overall business operations. Qualifications - Experience: Previous customer service or retail experience is preferred but not required. - Communication Skills: Strong verbal and written communication skills, including proficiency in English grammar and syntax. - Interpersonal Skills: Ability to connect with customers and respond effectively to their needs. - Adaptability: Comfortable working in a fast-paced, constantly changing environment while meeting performance goals. - Problem-Solving: Ability to quickly learn, assess issues, and provide clear and accurate solutions. - Conflict Resolution: Professionalism in handling and de-escalating conflicts. - Availability: Must be able to work 40 hours per week, scheduled in 8-hour shifts during the following hours of operation (CST): - Sunday: 10:00 AM – 7:00 PM - Monday–Friday: 7:00 AM – 8:00 PM - Saturday: 9:00 AM – 6:00 PM Note: Business hours may extend during peak times to meet coverage needs. Benefits - Perfect Attendance Bonus: Earn an additional $100 per week for maintaining 100% perfect attendance. - Weekly Pay: Receive weekly payment every Friday. - Paid Training: Start with two weeks of fully paid training to set you up for success. - Supportive Team Environment: Join a collaborative and inclusive team that values your contributions. - Career Opportunity: This is a contracted role for 90-days, with the potential for permanent, onsite employment based on performance and business needs. Work From Home Requirements - Workspace: A dedicated, secure, quiet, and distraction-free environment that supports productivity and confidentiality. - Computer: A desktop or laptop with an SSD, Intel i5/i7 or AMD Ryzen 5/7 processor (4+ cores), and the latest operating system. Tablets and MacBook Airs are not permitted. - RAM: Minimum of 16 GB. - Monitors: Two functional monitors (e.g., a laptop with an external monitor or a dual-monitor desktop setup). - Headset: USB or USB-C preferred; Bluetooth is acceptable if fully charged during working hours. - Web Camera: Integrated or external webcam. - Mouse: External mouse required. - Cell Phone: Must have Wi-Fi capability and a charger. - Internet: Wired Ethernet connection only. Public Wi-Fi is not allowed. - Minimum speed: 50 Mbps download / 5 Mbps upload. - Recommended speed: 100+ Mbps download / 10+ Mbps upload. - Test your speed at www.speedtest.net . - You must pass the official system test at www.networktest.twilio.com using Google Chrome. - Power: Devices must remain charged at all times to avoid work disruptions. - Verification: All equipment and internet access are your responsibility and will be verified during onboarding.

Role Description We are seeking a Customer Support & Client Relations Specialist who enjoys helping people, building relationships, and providing exceptional service. This position is ideal for someone who is dependable, professional, and enjoys meaningful conversations with customers while contributing to a positive team environment. - Assist customers by phone, email, and text with questions and service needs. - Provide knowledgeable, friendly support and guidance. - Listen to customer needs and recommend appropriate solutions. - Help resolve concerns while ensuring a positive customer experience. - Maintain customer records and follow up on requests. - Work with a team to support customer satisfaction and business goals. Qualifications - Strong communication and interpersonal skills. - A professional, reliable, and customer-focused approach. - Patience, attention to detail, and the ability to build rapport with others. - Comfortable using computers, email, and basic workplace technology. - Previous experience in customer service, administration, sales, retail, hospitality, or other people-focused roles is an asset. - A willingness to learn new systems and processes. Requirements - Be legally authorized to work in Canada. - Currently reside in British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, or Newfoundland and Labrador. Benefits - Comprehensive training and ongoing support provided. - Flexible scheduling options. - A welcoming workplace that values experience and professionalism. - Opportunities to continue developing skills and building a rewarding career. - Performance-based incentives and growth opportunities.