• Manage the client throughout their lifecycle, starting from the signing of contracts to the rollout of their solutions, through offboarding. • Cultivate and sustain strong client relationships tailored to their specific contract obligations and distinct requirements. • Track product utilization and conduct proactive outreach to ensure clients maximize the value and capabilities of their tools. • Provide precise and prompt resolutions to support tickets submitted by external parties, such as candidates, voters, and clients. • Oversee multi-departmental initiatives, showing strong prioritization and delegation skills to deliver exceptional service. • Maintain data accuracy in internal software tools, including HubSpot, Asana, and HelpScout. • Develop and update user-facing support documentation, including video content, help articles. • Modify and resolve issues on team-developed websites using basic programming and specialized proprietary software. • Partner actively with fellow Client Success personnel alongside colleagues in Marketing, Sales, Data, and Product. • Serve as an internal voice and advocate for our customer base and end users.

Role Description Our Customer Service Representatives must have strong problem-solving skills, coupled with the natural ability to provide empathy for the customer – always taking the time to patiently listen and understand their questions to help find a viable solution, while providing them with a memorable customer experience. What will YOU be working on every day? - Servicing our Dental and Vision inbound callers with information regarding their eligibility, benefit coverage, authorizations, claims, and assisting them with locating a provider in their area. - Utilize knowledge of claim adjustments and resubmission processes to determine appropriate resolution to provider requests. - Provide feedback to Provider Relations staff on high-level claim issues including but not limited to issues with reimbursement schedules or conflicting information to ensure providers receive a prompt resolution. - Support enrollment activities including but not limited to assigning primary care providers, and updating third party insurance information. - Act as liaison between our organization and the client’s Member Services staff to resolve issues such as eligibility and filing appeals and grievances. - Provide updates to providers with questions regarding the status of their credentialing application. - Recognize provider questions that could be handled through the use of the provider web portal and provide education to these callers on the benefits of utilizing the technology available. - Ensure all calls are answered according to company and client guidelines. - Accurately document call information and resolution in our internal systems. - Apply effective diffusion techniques when necessary to ensure our customers feel heard, valued and supported. - Properly identify issues that need to be escalated appropriately to the leadership team. Additional Responsibilities: - Provide recommendations on system enhancements and process improvements to management. - Keep our Provider Relations team updated with provider manual discrepancies, change in locations or any other provider related issues. - Participate in departmental projects when applicable. Qualifications - High school diploma or equivalent. - 1+ years of job related customer service experience within industries such as healthcare, call center, banking or retail. - Basic knowledge of Microsoft Office products including but not limited to Word, Excel, and Outlook. - Ability to work occasional overtime as needed. - Excellent listening and communication skills. - Superior customer service skills including the natural ability to provide empathy. - Strong data entry/typing skills. - Strong navigation skills and the ability to multi-task. - Excellent attention to detail. - Critical thinking skills to quickly analyze and clearly understand a specific request or customer need and then leverage knowledge and resources to provide the appropriate solutions. Requirements - 1+ years of job related customer service experience within the dental, vision or medical industry. - Previous experience working in a virtual environment. - Understanding of dental, vision and/or medical insurance terminology. Benefits - Fully remote opportunity. - Training schedule: 8:00am - 4:30pm Monday – Friday CST for the 1st 12 weeks. - Work schedule (after training): 10:30am - 7:00pm CST Mon - Fri. - Hours of operation: 6:00am - 10:00pm CST Monday - Friday so shift could flex based on business need. - $2.00/hour differential on Mon/Tues. - Occasional evenings, weekends and holidays possible during Annual Medicare Open Enrollment: 10/1 - 3/31. - Exceptional professional growth in a fun rewarding environment.

• Answer incoming calls and schedule appointments in HouseCall Pro or equivalent(ServiceTitan, Jobber). • Handle overflow and after-hours customer inquiries. • Manage customer calls professionally through VoIP tools (e.g., RingCentral/AT&T Office@Hand) and correspond with the internal team. • Follow company scripts and prompts to guide a smooth, consistent booking process. • Ask relevant plumbing-related diagnostic questions to capture accurate job details for dispatch. • Maintain detailed, accurate customer records in the CRM system. • Support lead tracking via marketing/lead dashboards (e.g., Scorpion, Chirp) where applicable. • Complete other administrative tasks as needed.

Role Description In this role you will be responsible for training and supporting the customer service representative team as a subject matter expert in supplemental health products including; Critical Illness, Accident and Hospital Indemnity. You will assist managers with daily tasks and take a leadership role with responsibilities like reporting, scheduling, monitoring, managing service levels, and handling escalated calls. In this position, you will communicate procedures and process changes, identify and implement process improvement opportunities, and act as a department representative during projects. What you will do - Support the department in achieving service levels. - Support and provide direction to customer service representatives through being accessible to answer questions. - Provide outstanding customer service on the phones by assisting callers during periods of high call volume and managing calls that have increased urgency. - Responsible for the development and facilitating of training programs for new client support agents and ongoing learning for current agents. - Develops and maintains procedures and communicates new/changing procedures and policies to the team. - Responsible for department metrics reporting, scheduling, and handling escalated transactions/requests. - Represent the department on new product, partner, and system projects. Qualifications - Available to work from 10:30 AM to 7:00 PM CST Monday through Friday. - Knowledge of supplemental health products including Critical Illness, Accident, and Hospital Indemnity. - High School Diploma required; college degree preferred. - Proven track record to multi-task, prioritize, and work within established timeframes. - Ability to research, analyze, solve and handle complex escalation calls. - 1-2 years of experience working as a customer service representative, senior customer service representative, and/or Customer Service Specialist or equivalent. - Ability to develop learning tools, implement new procedures, and mentor the team. - Strong leadership and communication skills to be a back-up to managers. - Strength in written and verbal communications. - Ability to review and interpret policy language. Benefits - Flexible full-time or hybrid telecommuting arrangements. - Plan for your future with our 401(k) plan and take advantage of immediate vesting and company matching up to 6%. - Paid time away including vacation and sick time, flex days and ten paid holidays. - Give back to your community and double your impact through our company matching. Work Authorization Employer work visa sponsorship and support are not provided for this role. Applicants must be currently authorized to work in the United States at hire and must maintain authorization to work in the United States throughout their employment with our company. Identity Verification Symetra is committed to fair and secure hiring practices. For all roles, candidates will be required (after the initial phone screen) to be on video for all interviews. Symetra will take affirmative steps at key points in the process to verify that a candidate is not seeking employment fraudulently, e.g. through use of a false identity.