• Lead, develop, and manage a team of Patient Experience Supervisors and Patient Success Specialists across phone, live chat, and email channels. • Own full people management responsibilities including hiring, onboarding, performance management, disciplinary action, and career development for direct and indirect reports. • Set clear team goals and performance expectations aligned to departmental KPIs, holding the team accountable to consistent execution. • Develop and implement strategies to improve patient satisfaction, team efficiency, and service quality across all channels. • Oversee QA programs for inbound and outbound calls, live chats, emails, and faxes, ensuring feedback loops are timely and actionable. • Serve as the escalation point for complex or unresolved patient concerns, partnering with internal teams to drive resolution. • Partner cross-functionally with clinical, operations, billing, and product teams to resolve systemic patient issues and share insights that improve the overall patient journey. • Lead process improvement initiatives that enhance the patient experience and increase team productivity. • Oversee staffing and scheduling strategy, ensuring adequate coverage across all shifts and service channels. • Own department orientation and training programs for new hires, ensuring role readiness before live patient interaction. • Ensure ongoing development opportunities are available for tenured staff, including performance coaching and career pathing conversations. • Conduct regular one-on-ones, team meetings, and skip-level check-ins to maintain visibility into team health and individual performance. • Ensure meeting notes and action items are documented and distributed within 24 hours. • Monitor and enforce adherence to Policies and Procedures, auditing as necessary and addressing gaps proactively. • Own departmental reporting, ensuring all required projects and reports are completed accurately and on time. • Promote a positive, inclusive, and high-performing team culture through consistent role modeling, fairness, and transparency.

Role Description The Inside Sales Representative (ISR) is responsible for engaging Health Care Professionals in telephone conversations to promote assigned Client product, maximize the product’s selling potential, and meet program and Client objectives. The ISR achieves this by developing and maintaining relationships with HCPs and by educating them about product features, benefits, safety profile, and approved indications to ensure appropriate patient use. The ISR utilizes approved tools for product promotion and maintains a competent level of product, program, and customer activity knowledge. The ISR is expected to collaborate with Client field-based teams and Management. Essential Duties/Responsibilities - Manage daily sales call activity according to defined expectations, with the purpose of influencing customers and increasing product sales. - On behalf of Client, promote Client's product(s) via the telephone (outbound and/or inbound calls) by engaging assigned HCP targets in in-depth product discussions to attain individual, territory and company goals for sales, market share, etc. - Profile and manage targeted list of HCPs and provide value-added benefits to grow product volume. - Create and implement business plans to achieve territory and business sales goals. - Maintain call productivity and metrics that are required by program. - Achieve quarterly Client sales quotas. - Effectively and persuasively communicate with customers using effective selling, listening and negotiation skills, proper terminology, and approved messaging, and effectively use approved promotional aids. - Maintain thorough knowledge of Client product(s) and program. - Verify and complete required data entry in Amplity/Client CRM systems, such as details of the target’s responses, call activity, product orders, and any follow-through actions. - Listen and respond appropriately to customer needs and questions within program timelines. - Partner and collaborate with Client field sales Account Managers and Client Sales Managers to plan territory coverage when required. - Create and maintain a positive impression with Client and Client’s customers. - Prepare reports for Management as needed. - Fully comply with all laws, regulations, and Amplity Policies, Code of Conduct, all privacy and data guidelines, and relevant state and federal laws and regulations. - Participate in teleconference and live (when required) National, Regional and District Meetings and training sessions and represent client at National and/or local Conventions when applicable. - Other projects as assigned. Key Working Relationships - Report to Amplity Sales Manager or Program Director. - Work closely with other team members assigned to the program and members of Amplity home office support. - Maintain a positive working relationship with customers and Client contacts. Qualifications - Required: Bachelor’s degree from an accredited university or college. - Required: A minimum of 2+ years of previous sales experience or relevant professional experience with proven record of success. - Required: Flexibility to cover multiple time zones as needed. - Preferred: Account and territory management experience. - Preferred: Inside Sales or Contact Center experience. - Preferred: Aesthetics experience. Knowledge, Skills, and Abilities - Excellent verbal, written and interpersonal communication skills. - Clear, articulate and grammatically sound speech, professional demeanor, and excellent phone manner and communication skills. - Strong focus on providing customers with superior support and service. - Ability to learn, understand, and communicate complex information over the telephone. - Strong rapport-building skills and active listening skills. - Excellent selling, closing, persuasion, and presentation skills. - Ability to display high levels of initiative, effort, and commitment to successfully complete projects and assignments. - Ability to comprehend and communicate complex technical/medical terminology and to maintain the required technical expertise including competitive product knowledge. - Must be self-motivated and disciplined. - Good organizational and planning skills, strong attention to detail and accuracy. - Ability to work independently and as a team member. - Flexibility and ability to handle multiple tasks simultaneously. - Must be able to deal with people at all levels inside and outside of the Company. - Demonstrated technical aptitude and working proficiency in Microsoft Word, Excel, and Outlook. - Must be able to successfully complete Client trainings in their entirety (home study and live training) and meet all training expectations in order to proceed to servicing Client’s customers within the parameters of the program. - Must be able to participate in teleconference, live, national, regional, district meetings, training sessions and represent client at national or conventions when requested. Key Performance Competencies - Interpersonal Savvy - Customer Focus - Business Acumen - Driving for Results - Decision Quality - Dealing with Ambiguity - Planning - Motivating Others EPIIC Values - Excellence: We set high standards. We are solutions-focused and achieve outstanding results with a professional and positive attitude. - Passion: We love what we do. Our energy inspires, engages, and motivates others. - Innovation: Our ideas set us apart. We are curious and bold and challenge traditional ways of working. - Integrity: We are open, honest, and transparent. We do the right thing with courage and understanding. - Collaboration: We are better together. We actively seek the participation of others to achieve greater outcomes.

• Sell auto insurance, homeowners insurance, and other personal lines products to AAA members via phone and online • Conduct outbound sales calls to prospective and existing members to promote insurance products • Provide personalized coverage recommendations and premium quotes based on member needs • Maintain accurate and detailed records of sales activities and client interactions in our CRM system • Participate in sales campaigns and promptly follow up on inbound referrals • Collaborate with Underwriting and Quality Assurance to reduce risk and ensure accuracy • Deliver AAA Five Diamond Service in every interaction • Cross-sell AAA memberships and other relevant AAA products and services

Role Description As a Representative - Inside Sales, you will interact with existing customers to increase sales of the Company's products and/or services. You will obtain, create, and up-sell orders, creating customer satisfaction and adding value to the customer's buying experience. You will focus on proactive selling techniques to add business or expand current book of accounts. You will collaborate with outside sales to ensure goals are being met. - Obtains orders through email and telephone calls, verifies and enters items, transfers orders to fulfillment, explains stock-outs and expected delivery dates. - Increases orders by suggesting related items, explaining features, and checks customer’s buying history. - Owns, qualifies and develops opportunities passed from marketing, outside sales, and national accounts. - Identifies ways for continuous improvement of processes. - Prepares, generates, and follows up on verbal or written quotations to secure orders, or determine reason for loss of order. - Reviews open customer order reports and takes action on open items, including those items that may be at risk in meeting customer’s promised delivery date. - Maintains distribution system backorder report, associated customer expediting report and notices, and customer notification. - Reports industry trends, competitive pricing and customer feedback to management. Qualifications - High School Degree or Equivalent required; Bachelors’ degree preferred. - Requires knowledge and experience in sales and sales administration; still acquiring higher level knowledge and skills, however fully competent and productive professional contributor (2-4 years). - Bi-lingual in English and Mandarin highly preferred. - Familiar with Microsoft Office, and ability to perform basic computer skills. - Ability to perform multiple tasks simultaneously. - Working in team environment. - Communicate clearly, both verbally and in written form. - Attention to detail. - Ability to prospect and market concepts to existing and potentially new accounts. - Take action and solve a range of problems that may be difficult but are not typically complex. - Identify and define problems and possible solutions independently; chooses among existing solutions. - Ability to work independently with general supervision. - Ability to travel 0% - 25%. Requirements - This role includes the opportunity to earn commission in addition to base salary, with earnings tied to your individual sales performance. Benefits - Compensation may include participation in a bonus or sales incentive plan, subject to the terms and conditions of the applicable plan documents. - For certain sales roles, Wesco also offers a commission structure that provides additional compensation based on sales results, as defined by the applicable commission plan. - Wesco offers a benefits program for eligible employees, which may include paid time off, medical, dental, and vision coverage, and retirement savings plans.