• Support the operational performance of Customer Experience vendors, helping ensure service level objectives, quality standards, and customer satisfaction goals are consistently achieved. • Serve as a key partner to vendor teams by resolving operational questions, coordinating cross-functional support, and helping remove obstacles that impact performance and the customer experience. • Review customer interactions, operational trends, and performance metrics to identify improvement opportunities, provide actionable feedback, and support continuous improvement initiatives. • Facilitate calibration sessions, performance reviews, associate huddles, and operational communications to reinforce quality expectations, share updates, and drive alignment across teams. • Support operational escalations and customer-impacting incidents by coordinating responses, monitoring emerging risks and performance trends, and partnering with stakeholders to drive timely resolution.

• Answer inbound calls from prospective and existing clients • Respond promptly to customer emails and text messages • Schedule home inspections and answer customer questions • Verify online inspection requests and confirm scheduling details • Provide professional, friendly customer service throughout the booking process • Follow up with prospective customers who have not yet scheduled an inspection • Conduct customer satisfaction follow-ups after completed inspections • Address customer concerns and escalate issues when appropriate • Help generate repeat business and referral opportunities • Maintain accurate customer records and appointment information • Assist with proposal preparation and related documentation • Prepare reports and organize business information • Support inbox management and administrative workflows • Perform general business support tasks as assigned

• Assist customers via phone, email, and chat by guiding them through product processes and resolving issues efficiently. • Provide feedback to improve support materials, tools, and processes. • De-escalate distressed customers and ensure timely, effective resolutions. • Deliver clear, professional communication with strong comprehension and problem-solving skills. • Work collaboratively with teammates and leadership, remaining open to coaching and feedback. • Advocate for customers by sharing insights to improve products and services. • Use available tools and resources to enhance customer experience and meet performance goals. • Stay accountable for personal growth, training, and continuous improvement. • Adhere to schedules, policies, and performance expectations, ensuring efficient call management and service delivery. • Engage in team meetings, contribute ideas, and support new team members as needed. • Foster a positive, solutions-oriented work environment by providing feedback and recognizing team achievements. • Align daily work with company values, engagement initiatives, and a culture of collaboration and celebration.

• Maintain electronic and hard copy filing system of applications, rebates and other supporting documents. • Communicate effectively as part of team approach with other departments in servicing customers. • Data Entry - enter data into various database applications with strong attention to detail and near-perfect accuracy. • Provide exceptional customer service and call handling in a customer centric environment. • Safeguard confidential customer information. • Willing to support any program within the department as assigned. • Other duties as assigned.