• Manage incoming calls, emails, and messages from clients and provide timely and accurate responses to their inquiries. • Collect and document essential information from clients regarding their cases, ensuring all necessary details are accurately logged. • Assist clients in navigating their cases by providing updates and information about the legal process. • Address and resolve client issues or concerns in a professional and empathetic manner, escalating complex situations to the appropriate team members when necessary. • Support administrative tasks as needed, including data entry, managing schedules, and organizing client files.

• Lead the onboarding process for new CSN Licensee locations across Canada. • Guide new Licensees through CSN systems, operational processes, KPIs, and insurer program expectations. • Assess shop operations and identify opportunities to improve efficiency and performance. • Help establish operational workflows, best practices, and standard operating procedures. • Coordinate with internal CSN departments to ensure a seamless onboarding experience. • Transition fully onboarded Licensees to the appropriate Field Operations Manager for ongoing support. • Provide onboarding support to U.S. operations when required. • Provide coaching and operational support to newly onboarded Licensees. • Identify performance gaps and recommend practical solutions to improve shop performance. • Support continuous improvement initiatives focused on productivity, cycle time, repair quality, customer experience, and operational consistency. • Monitor progress through regular follow-up and performance tracking. • Build strong relationships with Licensees while acting as a trusted operational advisor. • Collaborate with the Programs & Services and Training teams to develop operational resources, tools, and best practices. • Provide operational feedback and performance updates to Field Operations leadership. • Support strategic initiatives and department projects as required. • Assist the Field Operations Team during periods of increased business demand.

• Provide primary support for Messenger Pigeon, our flagship app, along with support for our other products as needed • Respond to user inquiries across phone, live chat, and email in a timely, friendly, and professional manner • Problem solve, troubleshoot issues, answer questions, and guide customers to solutions with patience and clarity • Escalate complex or unresolved issues to the appropriate team when needed • Document user interactions and feedback to help us continuously improve our products and support experience • Help plan and facilitate workshops for our users, sharing tips and best practices for getting the most out of our products • Contribute to a team culture that values empathy, care, and genuine human connection over speed metrics alone

• Assist customers with inquiries, account navigation, payments, and account changes via phone or email. • Provide exceptional customer service by actively listening to customer concerns and addressing them promptly and accurately. • Utilize critical thinking and problem-solving skills to resolve customer issues and inquiries effectively. • Multitask efficiently and adapt to changing priorities in a fast-paced environment. • Perform data entry tasks accurately and efficiently to update customer information and account details. • Follow instructions and company policies diligently to ensure compliance and consistency in customer interactions. • Manage time effectively to meet service level agreements and maintain high-quality customer support. • Collaborate with team members and other departments to resolve complex customer issues and improve processes. • Drive company goals and objectives in every customer interaction.