• 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.

• Conduct individualized orientations for our Caregivers to educate them on benefits available to them, ensuring a clear understanding of options, enrollment processes, and maximizing their benefits • Providing accrual status and processing sick time through Empeon and Medflyt, as needed • Complete employment verifications in a timely manner using Salesforce, Empeon and Knowledge Base to retrieve accurate information • Provide clear call summaries through detailed notes on Talk Desk with defined action items for follow up as needed • Work in FlexFacts portal to assist with reimbursements and allocating funds • Commuter Benefit forms • HRA deposits • Complete email cases assigned to you in Salesforce data base within 24 – 48 hours • Answering calls that come in on the shared line and must ensure we provided first contact resolution • Ability to navigate multiple platforms in a fast-paced environment • Demonstrate ability to navigate challenging conversations and address caller's concerns with empathy and compassion • Consistently meet internal service level agreements and metrics

• Coordinate with internal departments to resolve client issues and follow through until completion. • Handle inquiries using judgment and basic decision-making authority to resolve customer concerns. • Assist in developing support delivery strategies, escalation procedures, and training while mentoring Client Support Specialist I associates. • Provide information about products and services, answer questions, and resolve client issues. • Complete activities supporting implementation of procedures. • Ensure inquiries are properly followed up on and resolved. • May fill in for a supervisor during staff or customer meetings.