Role Description The Customer & Business Support Representative role serves as a vital point of contact for customers seeking assistance with inquiries, orders, and concerns related to Jacent’s products and services. This role involves handling incoming emails and calls, addressing customer needs, resolving issues, and ensuring a positive customer experience. The Customer & Business Support representative also assists Jacent’s remote merchandising team, generates reports, performs data-entry, and a variety of other office duties. The ideal candidate must possess exceptional communication skills and problem-solving abilities. Qualifications - Service-oriented with a history of building excellent customer relationships - Excellent verbal and written communication skills with an ability to work with all levels of staff and management - Strong analytical problem-solving abilities - Ability to multi-task and prioritize - Innate curiosity and passion for continuous improvement - Proactive and forward thinker - Good interpersonal skills - Attention to detail and accuracy in work - Ability to work in a team environment as well as independently Requirements - Minimum of 6 months in role with Jacent a requirement - Must be in good standing, with no current performance improvement plans in place - High School Diploma required - Associates or bachelor’s degree preferred - One year customer service and/or administrative experience minimum - Retail experience preferred - Strong computer skills including proficiency with Microsoft Word, Excel, Outlook, Teams, and web-browsers - Prior experience with NetSuite is a plus Benefits - Prolonged periods of sitting at a desk and working on a computer - Ability to travel occasionally for meetings, trainings, or customer engagements - Must be able to communicate effectively in person, over the phone, and via digital platforms

• Answer inbound and outbound customer calls, emails, and live chats in both English and Spanish • Professionally assist customers with questions, concerns, and account-related inquiries • Identify, escalate, and document priority issues when necessary • Follow up on complex customer interactions to ensure resolution • Accurately record customer interactions and account details across multiple systems • Build rapport with customers through positive, solution-focused communication • Maintain professionalism and productivity in a fast-paced call center environment • Collaborate with leadership and team members to improve customer experience and overall performance

• Provide administrative and operational support to ensure smooth daily business operations • Maintain and update internal records, documentation, and databases • Assist with scheduling, task coordination, and project tracking • Prepare reports, summaries, and documentation for internal use • Support internal communication and coordination across team members • Identify opportunities to improve processes and operational efficiency • Perform additional administrative or operational tasks as needed

• Respond promptly and professionally to student, parent, and staff inquiries via email, phone, and chat • Assist with scheduling, appointment confirmations, and student onboarding • Resolve customer issues efficiently while maintaining a positive experience • Maintain accurate records of communications and actions in internal systems • Collaborate with internal teams to ensure timely resolution of requests • Identify recurring issues and suggest improvements to management • Follow company policies, procedures, and quality standards