• Serve as the primary contact for inbound calls from account holders and prospective customers • Make outbound calls to welcome new account holders, assist with past-due accounts, support non-enrolled patients, and participate in special outreach campaigns • Help patients understand their account options and encourage enrollment and payment activity • Deliver white-glove customer service while acting as an advocate for patients and an ambassador of the brand • Accurately document customer interactions and account activity using proprietary CRM technology • Escalate concerns, complaints, and complex issues appropriately while maintaining professionalism and empathy • Participate in ongoing coaching, quality reviews, and development opportunities to continuously enhance your skills and performance • Embrace feedback and demonstrate a commitment to personal and professional growth

• Own APAC-hours customer support, answering questions ranging from technical troubleshooting to pre-purchase questions from property managers • Take calls with customers when email isn't enough • Identify patterns in customer feedback, common issues, and recurring questions, and turn them into clear input for sales, marketing, and engineering • Audit our support systems and processes end-to-end — tooling, workflows, response times — and diagnose what isn't working and why • Help shape and improve support processes, tooling, and response times — not just work within them • Build and maintain AI agents/bots that handle first-line questions and repetitive tasks, freeing the team for complex cases, and keep tuning them as the product evolves • Contribute to and help maintain our help center and internal knowledge base • Sync regularly with sales, marketing, and engineering to stay current on our product and represent the customer's voice • Act as a senior point of reference for the rest of the support team — the person who diagnoses what's broken and defines how the function should run

• Performs advanced customer service activities and initiatives for a broad range of products, services and problem resolution that occurs across multiple channels for our customers. • Delivers CARES model to customers and service partners • Receives, investigates and responds to customer inquiries regarding complex products, services and issues via all channels through which customers are served • Resolves customer service inquiries and issues • Recommends appropriate solutions • Resolves more complex or reoccurring issues • May interact with higher levels within the customer organization • Maintains high levels of customer satisfaction consistent with PNC's core values • Demonstrates commitment to quality through customer and service partner interactions • Serves as a coach or mentor and may serve as a trainer to the customer service team • Documents customer interactions and completes service requests to minimize customer effort or additional action.

• Providing Customer Support for the website users • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution • Follow communication procedures, guidelines, and policies • Responding promptly to customer inquiries • Communicating with customers through various channels (chat/emails) • Acknowledging and resolving customer complaints • Keeping records of customer interactions, transactions, comments and complaints • Entering data into a CRM, other online tools, and cloud-based platforms • Other related tasks assigned by managers of the Clients and/or Helpware