Customer Support

• Serve as the direct supervisor of the CS Leads and CSRs on your team
• Provide day-to-day support, subject matter expertise, and coaching for CSRs
• Drive productivity through contact prioritization via queue management and adherence monitoring
• Work with the CS Leads to check in with each team member at the start of each shift
• Stay present and available for the broader Customer Service team
• Host regular one-on-one meetings with team members to review weekly performance and provide coaching
• Ensure that CS Leads and CSRs actively adhere to their schedules
• Complete project work, such as Promo Code requests, financial transactions, and vendor communications
• Stay up-to-date on Minted products, services, and policy details
• Promote and build a positive and friendly environment supporting good morale and cooperation
• Collaborate with cross-functional team members and leaders from other customer-facing teams
• Build close partnerships with leaders at Minted’s global sites
• Partner with leaders and cross-functional teams to identify roadblocks impacting team performance or customer experience
• Produce a Weekly Business Review that outlines the performance of your team

Seasonal Customer Service Team Supervisor

• Respond to customer cases via Salesforce, using tools and guidance provided to maintain best practices.
• Answer customer phone calls, capturing the conversation in a customer case
• Complete customer-related tasks as directed, such as entering users into other AMA platforms beyond Salesforce
• Collaborate with all AMA teams to help solve customer challenges
• Help our members and customers with their inquiries about membership, events, publications, and issues.
• Track cases for customers to ensure stellar service is received and that follow-ups are completed promptly.
• Maintains membership data. Fixing any issues, updating customer information, and identifying duplicate accounts.
• Provide excellent customer service to members and customers over the phone, email, or chat.
• Help customers have an amazing experience when reaching out to us.
• Ability to notice trends with issues so they can quickly be reported and addressed.
• Completing other special projects as assigned.

Customer Service Specialist – Temp to Hire

• Handling incoming and outgoing calls with patience, tact, and courtesy
• Entering information into Windows-based computer database as required
• Escalating calls to supervisor when necessary and appropriate
• Tracking call-related information for auditing and reporting purposes
• Providing feedback on call issues related to downtime and/or training issues
• Contributing positively to a work environment that is flexible, adaptable, and team based
• Participating in the development and attainment of team and operational goals
• Prioritizing workloads to ensure timeliness and quality standards are met

Customer Service Representative

• Work directly with external brokers to establish rapport/connection and build confidence in our Healthcare Insurance.
• Identify and rectify any complicated Broker, Group or Member related issues relating to our insurance benefits, claim processes, enrollment, and billing processes for all lines of business.
• Provide concierge level support to the brokers, who serve as a key acquisition channel, as they sell our product in our markets.

Customer Support Associate

• Coordinate and facilitate academic functions such as enrollment, onboarding, and advising functions
• Serve as a point of contact for matters relating to these functions
• Work collaboratively across the university to ensure a seamless student experience
• Identify gaps in current processes and recommend/develop new ones
• Serve as liaison between team and project managers
• Develop comprehensive communication plans for various processes

Operations Support Specialist

• Assists providers by ensuring patients' compliance with medications, lab monitoring, adherence to medication therapy
• Authorizes medication refills
• Maintains accurate pharmacy preferences
• Identifies discrepancies or problems with medication history information
• Assists patients with the medication authorization process
• Communicates with patients, families, caregivers, healthcare providers/practitioners, and pharmacy personnel
• Documents encounters within the electronic health record (EHR)
• Forwards problems to a pharmacist, provider, or clinic staff to assist with resolution
• Processes patient on-boarding
• Coordinates with providers and patients to assess eligibility for financial support
• Navigates the medication authorization process
• Collects patients’ prescription benefit information
• Provides high quality customer service to patients, family members, and care team members
• Documents all appropriate findings into the EHR for ease of collaboration amongst providers, support staff, and other refill clinic staff
• Adapts behavior to the specific patient population and ensures compliance with all relevant regulations and standards.

Medication Access Specialist – Pharmacy Prior Authorization Support

• Support multiple programs using multiple platforms, providing a range of services
• Help utility customers save money, make their homes more energy efficient, and improve climate
• Daily customer interactions focusing on energy efficiency
• Assist with customer service, visit scheduling, customer enrollment, program offering education
• Provide tech support, online support, and/or status updates
• Utilize a wide range of support scripts
• Interact via chat/email as needed

Energy Efficiency Customer Support Specialist

• Handle inbound calls from customers, providing excellent customer service in assisting with their lease or loan account
• Own Koalafi operational knowledge to provide sound answers when customers have questions
• Resolve inbound inquiries and issues independently and escalate as needed
• Initiate contact with customers in order to resolve account issues
• Proactively identify any trends in customer issues and synthesize feedback to share with management team
• Be flexible to perform a number of different tasks as needed, as we continue to test out new technologies and onboard enterprise merchants

Bilingual Customer Service Representative

• Receives incoming inquiries and service requests from patients, employees, providers, vendors and others
• Responds to inquiries with accurate and timely information utilizing customer service and quality standards
• Works as part of a team to support service delivery teams
• Establishes and maintains collaborative relationships with customers to enhance service and satisfaction
• Helps foster an environment of continuous improvement in business processes and services
• Adheres to local/state/federal regulations to ensure privacy and safety of information

Customer Service Agent II

• Connecting with customers primarily through email to resolve customer concerns submitted through our website.
• Responding to internal email requests submitted by Store Leaders and Store Associates.
• Following up on all email cases submitted by Internal Phone and Chat Specialists to ensure resolution.
• Providing assistance and following up with customers who initially reached out via Live Chat but, due to availability, submitted their requests via email.
• Acting as the first point of contact for most customer issues and ensuring timely escalation to other departments as needed.
• Communicating with customers and employees in a friendly, respectful, and professional manner.
• Listening attentively to customer needs and concerns, demonstrating empathy, and maximizing opportunities to build rapport.
• Supporting customers in a courteous, friendly, and professional manner while adhering to Quality and KPI guidelines.
• Resolving all customer concerns within 48 hours, with the first customer communication occurring within 24 hours.
• Taking ownership of customer issues through resolution in real time or via timely follow-up by utilizing available tools and resources.
• Accurately documenting customer accounts, orders, and Salesforce cases to ensure complete information is available for issue resolution.
• Participating in activities designed to improve customer satisfaction and business performance.
• Following communication procedures, guidelines, and company policies.
• Offering additional products and services when appropriate.
• Collaborating with the management team to stay up to date on new products, services, and processes.
• Collaborating with cross-functional teams to escalate customer-impacting issues.
• Processing orders and managing orders as needed.
• Providing Sales Recovery whenever possible rather than simply canceling customer orders.
• Striving to resolve customer issues during the first interaction through proactive problem-solving.

Customer Service Specialist – Case Management

• Serve as a primary point of contact for clients
• Manage inbound and outbound communications with professional excellence
• Efficiently resolve inquiries to ensure a seamless and positive customer experience
• Connect with customers via phone/email/chat/social media to resolve questions or concerns
• Calmly attempt to resolve and de-escalate issues
• Escalate interactions when necessary
• Respond to requests for assistance and/or processing payments
• Track call related information for auditing and reporting purposes
• Provide feedback on call issues
• Meet sales objectives as defined

Sales/Customer Service Representative – English

• Serving as the primary in-office support team member.
• Acting as a backup for inbound/outbound resident calls and action items.
• Verify and update contact information in Management software.
• Effective and Personal Communication with Residents.
• Monitor Key/Access Codes Check In/Check Out for Homeowners Daily.
• Facilitate Rental/Reservations of Association Amenities.
• Post office pickups and return mail processing.
• Attend all company and department-assigned meetings.

Community Support Specialist

• Deliver exceptional customer service while proactively seeking solutions
• Communicate with customers and agents via multiple channels (phone, chats, emails)
• Receive and respond to inquiries related to insurance matters
• Interact with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions
• Document customer interactions and outcomes thoroughly in the system

Customer Care Representative – Advantage

• Greet, assist and solicit individuals entering the office and calling by phone
• receive and process credit and employment verifications, and record information obtained
• Process payments, distributions, and make recommendations regarding loan approvals
• Approve loans up to established lending limits and complete loan closings
• Handle account activities related to collection accounts, including phone calls and face to face communications with customers
• Prepare reports, correspondences, transaction documentation, and record and file documentation
• operate cash drawer, process bank deposits, maintain records and balances and closing of the branch
• Actively market all branch products and services to individuals
• Perform all other duties as assigned by management

Customer Service Representative, Loan Consultant II

• field customer inquiries by finding innovative ways to respond to varying questions, issues, and concerns.
• Handle and carefully respond to all customer inquiries.
• Provide excellent customer service through active listening.
• Work with confidential customer information and treat it sensitively.
• Aim to resolve issues on the first call by being proactive.
• Appropriately communicate with customers.
• Calmly attempt to resolve and de-escalate any issues.
• Escalate interactions when necessary and appropriate.
• Track all call related information for auditing and reporting purposes.
• Provide feedback on call issues.
• Upsell if required.

Customer Service Representative, Bilingual – Spanish/English

• field customer inquiries by finding innovative ways to respond to varying questions, issues, and concerns
• Connect with customers via phone/email/chat/and or social media to resolve their questions or concerns
• Calmly attempt to resolve and de-escalate any issues
• Escalate interactions when necessary and appropriate
• Respond to requests for assistance and/or possible processing payments
• Track all call related information for auditing and reporting purposes
• Provide feedback on call issues
• Meet sales objectives as defined

Customer Service and Sales Representatives

• Supervise and lead a team of Customer Care and Sales Advisors, providing coaching, guidance, training, and ongoing support.
• Foster a positive, collaborative, and customer-focused work environment.
• Schedule and organize team coverage to support business needs and maintain service levels during peak times.
• Conduct regular performance discussions, coaching sessions, and development planning.
• Support hiring, onboarding, and training initiatives for new associates.
• Oversee daily customer care and retention operations to ensure efficient and high-quality service delivery.
• Support advisors in handling customer inquiries related to billing, scheduling, product changes, disconnect requests, and service concerns.
• Assist with escalated customer interactions, ensuring prompt, professional, and satisfactory resolution.
• Monitor adherence to company policies, procedures, scripts, and customer experience standards.
• Reinforce retention and sales strategies that demonstrate the value of Sparklight products and services.
• Monitor key performance indicators (KPIs), including customer satisfaction, response times, retention results, quality assurance scores, and sales performance metrics.
• Analyze trends and identify opportunities for coaching and operational improvement.
• Provide regular reporting and performance updates to leadership.
• Ensure team members meet or exceed established service, retention, and sales goals.
• Train and mentor associates on customer care procedures, retention methodologies, product knowledge, systems, and sales techniques.
• Conduct ongoing training sessions to support continuous learning and process updates.
• Promote best practices in customer communication, active listening, empathy, and problem-solving.
• Encourage career growth and professional development within the team.
• Collaborate with leadership and cross-functional teams to identify opportunities to improve workflows and customer experiences.
• Assist in implementing strategies that improve operational efficiency, customer retention, and service consistency.
• Collect and evaluate customer feedback to identify trends and recommend improvements.
• Promote a customer-first culture that strengthens relationships and builds customer loyalty.

Supervisor, Customer Care, Sales

• Support multiple programs using multiple platforms, providing a range of services, including customer service, visit scheduling, customer enrollment, program offering education, tech support, online support, and/or status updates
• Each call can be a different utility customer and require a different type of service
• Wide range of support scripts – verbatim, talking points, or simple usage guides
• Some programs utilize chat/email interactions with customers
• Personal performance data and progress accessible in real time

Bilingual Customer Support Specialist

• Respond to technical issues escalated by customers
• Act as a liaison between operations, the client, and Engineering/Development
• Respond to end user request for assistance using existing manuals and scripted responses
• Effectively interact with customers and refer ongoing issues to the appropriate engineering support team

Customer Service Technician

• Handle inbound and outbound customer interactions via phone, email, and live chat
• Provide professional, empathetic, and accurate support across all communication channels
• Resolve product, process, and technical issues while maintaining high customer satisfaction
• Resolve technical issues, troubleshoot problems, and guide customers through solutions
• Provide details about products or services, including specifications, features, and updates
• Helping customers navigate through systems, platforms, or services to improve their experience
• Addressing customer questions or concerns related to compliance, training, and requirements relevant to our company's operations
• Manage all complex contractor name changes and account mergers
• Track customer inquiries and feedback to identify trends and improvement opportunities
• Proactively monitor customer health and escalate risks as needed
• Encourage product adoption by sharing best practices and optimization strategies
• Partner with internal teams to resolve escalations and improve the end-to-end customer experience
• Accurately document all customer interactions in Salesforce (or CRM)
• Maintain detailed case notes, follow-ups, and resolution tracking
• Contribute insights to improve processes, knowledge bases, and support workflows

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