Customer Support

• Manage correspondence with clients, 90% via email, 10% phone; triage, troubleshoot, and resolve client issues regarding platform navigation, account access, and questions
• Track inquiry metrics (response times, resolutions) within the CRM and cleanly escalate complex technical, financial, or contract issues to internal teams
• Identify recurring client pain points and proactively address, including but not limited to, updating client-facing FAQs and internal resource guides
• Intake and review membership and account set-up applications, including receiving applications, checking them for accuracy, following up on any missing information, and processing account set-up once the application has been verified
• Troubleshoot system issues (Salesforce, HubSpot) when features aren't working as expected, identifying the root cause and working toward a fix or improvement
• Maintain and update records in Salesforce/HubSpot to ensure information is accurate
• Create and analyze membership reports
• Proof outbound communications to ensure flawless formatting and compliance with brand standards

Client Support Specialist

• Be the friendly first point of contact for customers by phone, email, and chat
• Collaborate with drivers, sales reps, warehouse staff, and office teammates to get the job done right
• Help new customers get set up and comfortable with our services
• Follow up to ensure customer satisfaction
• Troubleshoot and resolve issues with a problem-solving mindset
• Stay up to date on our products and share your knowledge

Customer Care – Sales Support Representative

• Answer incoming communications from customers
• Conduct research to provide answers for customers to resolve their issues

Insurance Customer Support Associate

• Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements.
• Communicate with customers via multiple channels (phone, chats, emails) while navigating multiple systems and platforms.
• 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 system.
• Escalate unresolved issues requiring advanced support for further resolution.
• Stay informed about underwriting and policy guidelines and other updates including compliance and legal requirements.

Licensed Insurance Customer Care Representative, P&C Producer License Required

• 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

• 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

• Inbound/Outbound Calls
• Deliver the highest level of customer service experience consistently
• Manage customer accounts and provide technical support
• Application Data Entry
• Online chat inquiries as assigned
• Interpret and follow defined procedures and policies
• Creative problem-solving skills
• Flexibility and adaptability to changing projects and updates
• Time and task management (multitasking and task prioritization)
• Extensive self-study, training, and testing are required; eligibility to proceed through training and certifications is dependent upon passing required exams
• Adhere to regulated guidelines for communications via all channels

Spanish Bilingual Customer Service Representative

• 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

• Handle live chat inquiries on the NoGigiddy platform and respond within SLA targets
• Monitor and respond to user posts in community spaces — Discord, Facebook Group, and social comments
• Resolve common issues (offer questions, account issues, navigation help) with accuracy and warmth
• Escalate complex or sensitive issues to the appropriate team with full documentation
• Contribute to the help center knowledge base
• Flag trends in user issues or feedback to the product and content teams
• Maintain consistent tone and quality across all support touchpoints

Chat & Community Support Specialist

• Conducting outbound calls to reach patients recently discharged from the ER
• Support inbound calls from patients interested in our program
• Assist with scheduling appointments, handling patient questions, and transferring to the appropriate UHG departments when applicable.
• Assist with admin tasks to support patient care coordination
• Work collaboratively with team members and our provider network to maintain an excellent model focused on patient care and high quality service
• Become an expert with our software solutions, including but not limited to EMR, Slack, and Five9.

Customer Service Associate

• Answer incoming telephone calls from members and/or caregivers needing assistance with their order, product, billing and/or other account services.
• Guide callers through troubleshooting, navigating the company site or effectively using the products or services.
• Maintain superior knowledge of Medical Guardian products, services and billing practices to ensure that information communicated to the member is accurate and complete.
• Perform account updates as needed and thoroughly document conversations to keep member records complete and current.
• De-escalate situations involving dissatisfied members; research issues and offer solutions to resolve problems.
• Be a company brand ambassador, promoting the value of additional products and services during service calls.
• This includes selling add-ons to existing members.
• Display positive attitude while communicating with all internal and external members; collaborate with team members to improve the member experience.
• Meet personal/team qualitative and quantitative performance objectives.
• Perform other duties and responsibilities as assigned.

Member Support Specialist

• 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

• Assist customers inside and outside a U-Haul center with U-Haul products and services.
• Use smartphone-based U-Scan technology to manage rentals and inventory.
• Move and hook up U-Haul trucks and trailers.
• Clean and inspect equipment on the lot including checking fluid levels.
• Answer questions and educate customers regarding products and services.
• Prepare rental invoices and accept equipment returned from rental.
• Install hitches and trailer wiring.
• Fill propane (certification offered through U-Haul upon employment)
• Drive a forklift (certification offered through U-Haul upon employment)
• Other duties as assigned
• Participate in ongoing continuous U-Haul education through U-Haul University.

Customer Service Representative

• Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements.
• Communicate with customers via multiple channels (phone, chats, emails) while navigating multiple systems and platforms.
• 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 system.

Customer Care Representative

• Monitor case queues and manage incoming tickets, phone calls, and chat inquiries with urgency and professionalism
• Diagnose and resolve application and configuration issues, focusing on root cause analysis and sustainable solutions
• Maintain timely communication with customers, especially during service incidents or outages
• Assist with customer-specific support needs and troubleshooting
• Document and escalate software bugs, unusual behaviors, or recurring issues to internal teams
• Update and maintain customer records in the CRM system with high attention to detail
• Contribute to the internal Knowledge Base by documenting procedures, troubleshooting steps, and support strategies
• Collaborate across teams by providing customer feedback, identifying potential sales leads, and sharing insights for product improvements
• Represent the company with product expertise at trade shows, webinars, training sessions, and customer meetings
• Participate actively in team meetings, ongoing training, and continuous improvement efforts
• Take part in after-hours support rotation as needed
• Perform additional duties as assigned

Customer Support Specialist

• Customer Service Representatives field customer inquiries by finding innovative ways to respond to varying questions, issues, and concerns.
• Fluent in English and Spanish.
• 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.

Bi-Lingual (Spanish) Customer Service Representative

• Advise students on getting back on track and supporting student success in all courses.
• Host weekly meetings with struggling students to make sure they are on task and completing the required work to be successful.
• Assist advisory teacher and course teachers in supporting student success with support in portfolio completion, corrections and academic behavior support.
• Advise students on lesson completion organization and time management.
• Attend and participate in weekly grade level meetings and academic support meetings.
• Assist with behavior interventions for students struggling to be successful in the online setting.
• Keep the advisory teacher apprised of details on student progress.
• Actively listen to student concerns and challenges in order to efficiently identify, mitigate and provide solutions to academic issues and needs.
• Work independently/with team to follow documented processes and procedures when working to solve student issues/concerns.
• Directly support students as the advocate for providing student-centric support and assistance ensuring a positive, professional experience for all students in pursuit of their academic goals and achievements.
• Directly interact and respond to student queries, provide issue resolution, leverage tools and resources to successful academics.
• The Student Support Specialists are expected to be adaptable, flexible, versatile, understanding, calm and caring while exhibiting elevated competency to navigate and utilize the curriculum.
• Teach elective course if needed

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