Role Description The Bilingual Customer Solutions Representative is responsible for handling escalated customer inquiries, resolving issues efficiently, and ensuring a positive customer experience. This role requires strong problem-solving skills, excellent communication, and the ability to navigate complex situations with professionalism and empathy. The representative serves as a key point of contact for customers, Providers, and retail partners who need additional support beyond standard customer service interactions. Key Responsibilities - Customer Issue Resolution - Manage and resolve escalated customer concerns through phone, email, or chat. - Investigate issues by reviewing customer accounts, order history, service records, or case notes. - Clearly communicate findings, provide effective solutions, and ensure appropriate follow-up through full resolution. - Collect outstanding balances once service issues are resolved, contributing to monthly budget targets. - Coordinate internally with operations, field teams, vendors, or management to address root causes. - Take ownership of each case until resolution is achieved. - Communication & Customer Experience - Communicate professionally and empathetically with customers, even in challenging situations. - Clearly explain processes, next steps, timelines, and resolutions to ensure customer understanding. - Document all interactions and resolutions accurately in CRM or support systems. - Escalate complex or high-impact issues to leadership when necessary. - Problem Solving & Decision Making - Analyze trends in customer issues and identify opportunities for process or service improvements. - Use sound judgment to make decisions within established guidelines. - Recommend corrective actions or workflow adjustments that will improve overall customer satisfaction. - Collaboration & Support - Work closely with customer service teams, supervisors, and other departments to support case resolution. - Provide feedback to management on recurring issues affecting customer satisfaction. - Assist with training or mentoring new team members as needed. - Quality, Compliance & Performance - Adhere to company policies, quality standards, and compliance requirements. - Meet or exceed performance metrics, including resolution time, customer satisfaction, and case accuracy. - Maintain confidentiality of customer data and follow all privacy guidelines. Qualifications - 2+ years of customer service or issue resolution experience - Working knowledge of service recovery principles and root-cause analysis - Proven ability to handle escalations and complex customer issues - Strong communication skills with the ability to manage difficult conversations professionally and calmly - Excellent problem-solving, critical thinking, including de-escalation and negotiation skills - High attention to detail with strong organizational and time-management skills - Ability to work independently in a fully remote environment - Quiet, dedicated home workspace free from background noise and distractions - Reliable high-speed internet connection - Industry experience (e.g., home services, retail, logistics) is a plus - Bilingual fluency in English and French or Spanish (verbal and written) is a plus Benefits - 100% remote work environment - Employer provided equipment - Medical, dental, and vision insurance - Health savings plan includes employer contribution to health savings account - Medical and dental flexible spending accounts - Company paid basic life, short-term disability, and long-term disability insurance - 401K plan with employer match - Company matches 100% of the first 4% of salary deferrals - All contributions, including employer contributions, are 100% vested immediately - Employee discount program for Electronics, Groceries, Travel, Entertainment, and more - Employee assistance program - Pay on demand - Critical illness, hospital indemnity, group accident, and legal insurance - Paid time off - And more!

• Answer a high volume of calls related to complex and sensitive insurance benefits and claims issues • Communicate professionally and empathetically to make it easy for members and employers to understand and access their insurance • Exhibit commitment to providing peace of mind • Review and proficiently explain coverage provisions, claims statuses, and claims decisions • Respond to questions from members, employers, and brokers regarding claims, policies, and billing requests • Maintain well written notes on all service interactions in a Customer Management System (Salesforce)

• Deliver exceptional customer support across multiple channels including **live chat, email, and social media platforms,** ensuring timely and professional responses • Maintain **First Contact Resolution (FCR)** excellence by providing accurate, complete solutions that resolve customer inquiries on initial contact • Ensure all customer communications strictly adhere to the company's **Tone of Voice** guidelines and brand standards, creating consistent and on-brand customer experiences • Provide responses that are accurate, compliant with company policies, and aligned with current procedures and **quality guidelines** • Proactively identify and escalate complex cases or emerging issues to appropriate teams, demonstrating sound judgment and problem-solving skills • Take full **ownership** of assigned support cases from initial contact through resolution, maintaining accountability for customer satisfaction • Manage and execute **individual** support operations **projects**, including process improvements, documentation updates, and quality initiatives • Maintain detailed and accurate case documentation in CRM systems, ensuring complete audit trails for all customer interactions • Collaborate cross-functionally with Product, Operations, and Quality Assurance teams to communicate customer feedback and contribute to service improvements • Meet and exceed key performance indicators **(KPIs)** including response time, resolution time, customer satisfaction scores **(CSAT)**, and quality assurance **(QA)** metrics • Stay current with product knowledge, policy updates, and industry best practices through ongoing training and self-directed learning • Contribute to knowledge base development by identifying gaps and creating clear, **helpful documentation** for both customers and team members • Participate in team meetings, **provide** **constructive feedback**, and support continuous improvement initiatives within the support organization.

Role Description We are looking for a highly skilled HubSpot CRM Expert who will take ownership of the company's existing HubSpot environment and help maximize its capabilities. This role is ideal for someone who has extensive hands-on experience managing HubSpot, building scalable automations, maintaining CRM data integrity, and developing meaningful reporting dashboards that drive business decisions. Rather than implementing HubSpot from scratch, your focus will be on reviewing the current setup, identifying opportunities for improvement, implementing best practices, and ensuring the business gets the most value from its CRM investment. Key Responsibilities: - Manage, maintain, and optimize the company's existing HubSpot CRM environment - Review current CRM setup and identify opportunities to improve efficiency and user adoption - Design, build, and optimize HubSpot workflows and automations - Streamline business processes by reducing manual tasks through automation - Maintain CRM data quality, ensuring contacts, companies, deals, and pipelines remain accurate and organized - Develop and maintain dashboards and reports that provide meaningful business insights - Monitor CRM performance and recommend improvements based on best practices - Collaborate with internal stakeholders to understand operational needs and implement CRM solutions - Troubleshoot HubSpot-related issues and continuously improve system performance - Stay up to date with new HubSpot features and recommend enhancements that benefit the business Qualifications - Minimum 3 years of hands-on experience managing HubSpot CRM - Strong experience building HubSpot workflows and automations - Experience managing CRM data, pipelines, custom properties, and lifecycle stages - Strong understanding of CRM best practices and business process optimization - Experience creating HubSpot dashboards, reports, and analytics - Excellent attention to detail with strong data management skills - Strong analytical and problem-solving abilities - Excellent written and verbal English communication skills - Able to work independently while collaborating effectively with remote teams Requirements - Nice to Have: - HubSpot Certifications (Sales Hub, Marketing Hub, Service Hub, Operations Hub, CRM Implementation, etc.) - Experience integrating HubSpot with third-party platforms using Zapier, Make, APIs, or native integrations - Experience supporting Sales, Marketing, or Customer Success teams - Experience working with Australian or international businesses Work Arrangement & Expectations This is a remote role that will be set up as an independent contractor engagement. To ensure alignment and transparency, successful candidates will be expected to: - Disclose any existing ongoing roles or client work - Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”)