Customer Support

• Ensure that all customers and prospective customers are greeted and assisted in a prompt and professional manner
• Clean workspace, this is the first point of contact our customers have with our facility
• Effectively manage all incoming phone calls, walk-in business, and written correspondence, and direct such matters to the appropriate person or department
• Provide clerical and administrative support to the General Managers and Service Advisors
• Handle receivables, payables, entry of information into the accounting system and various spreadsheets and balance month end statements
• Perform other related duties as assigned

Customer Service Representative

• Be the go-to support for our field agents
• Respond to requests, answer operational questions, and help our sales representatives stay focused on serving families and closing plans.
• Keep critical information accurate and organized
• Maintain leads, records, and key data within our CRM so agents and teams have the reliable information they need to succeed.
• Solve problems in real time
• Troubleshoot issues quickly and thoughtfully, ensuring agents receive timely solutions that keep their work moving forward.
• Collaborate across teams
• Partner with inside sales, operations, and other departments to coordinate special requests and deliver seamless support.
• Create a great service experience
• Communicate clearly across phone, email, and chat while building trust with colleagues who rely on your responsiveness and professionalism.

Agent Support Representative

• Perform a variety of duties to facilitate the criminal justice process
• Enter critical information in state & national crime databases
• Interpret court orders and disseminate information
• Manage and maintain a variety of confidential physical and digital records
• Process and maintain records by examining, verifying, coding, analyzing, and routing
• Responsible for complex support functions which require in-depth expertise
• Work varying shifts in a 24-hour operation including day, swing, and graveyard shifts

Sheriff's Support Specialist II

• Negotiate and develop business with new and current clients
• Market services via telephone, video and in-person meetings with hiring managers and decision-makers
• Recruit, interview and match administrative and customer support professionals with clients’ projects
• Manage ongoing engagements to deliver outstanding customer service
• Provide ongoing communication and career guidance to candidates
• Participate in local trade association and networking events to increase company’s presence in the local business community

Talent Manager – Administrative, Customer Support

• Provide support for Merchant Services clients who utilize our services to provide credit card and payment solutions to their customers.
• Act as a point of contact for all day-to-day related merchant inquiries and own all client resolution
• Navigate through various Merchant Services subsystems, including North, South, proprietary and TSYS platform applications in an effort to research and resolve inquiries
• Respond to merchant issues regarding interchange and chargeback compliance, merchant billing, funding and batch detail reports, e-Commerce products and reporting
• Explain reporting of BAMS systems and products to merchants to resolve their concerns and answer their questions.
• Support merchants on all aspects of POS/PC equipment
• Resolve merchant inquiries regarding billing, reporting, payments, products and solutions researching and responding with a solution.
• Train merchants on back-office tools as applicable
• Front line support of our banking partners, performing routine account-related transactions, solve problems and investigate/resolve a wide variety of issues and requests.

Client Support Specialist

• Map and optimize end-to-end customer journeys, identifying key touchpoints, pain points, and opportunities for improvement.
• Design and manage Voice of Customer (VoC) programs (surveys, interviews, and feedback loops) to capture actionable customer insights.
• Partner with internal stakeholders to curate agendas, presenters, and discussion leaders for executive briefings.
• Design tailored customer experiences and briefing content for executive briefing center engagements.
• Conduct monthly cross functional meetings driving recommendations, capturing notes and action items and driving timely follow-up.
• Define and track key performance indicators (KPIs) to measure the impact of CX initiatives and recommendations.
• Monitor competitor activity and industry trends to inform CX opportunities and best practices.
• Solve complex, ambiguous problems with sound judgment—selecting practical, creative solutions and working independently.
• Lead moderate-to-high complexity projects, deliver clear executive-ready readouts, and support operational and strategic planning.

Customer Experience Analyst

• Eagerly greets walk-in and phone customers, and listens to understand their needs and challenges.
• Treats customers as business partners by recommending product solutions, upsell options, and complimentary items.
• Collaborates with team members and utilizes all company resources to sell Horizon's value.
• Prepares sales orders and assists customers in selecting and loading merchandise.
• Makes follow-up calls to potential and existing customers to introduce opportunities.
• Resolves customer complaints professionally and in a timely manner.
• Maintains a clean, well-organized, well-stocked sales center.
• Assists in receiving, shipping, and general warehouse duties.

• You will serve as the first line of defense for all inbound support tickets regarding commercial insurance.
• You’ll collaborate closely with Risk & Compliance Teams by identifying trends, escalating reviews, and processing documents with clear, contextual summaries.
• You’ll play a key supporting role in onboarding new customers by assisting the Implementation team with critical tasks around insurance risk tiers and taxonomy.
• You’ll expand and maintain our resource library, creating clear, user-friendly documentation and process guides to help empower both internal users and customers with self-service solutions.
• You'll be a true startup generalist, embracing diverse responsibilities and projects, while working independently in a remote environment.

Insurance Support Specialist

• Partner across the organization to improve customers’ experience in fraud prevention, detection, and resolution
• Build strong, trusted relationships across fraud, operations, product, technology, and customer-facing teams
• Act as a connector across teams to align priorities and drive shared outcomes
• Represent and advocate for the customer perspective in decision-making
• Maintain an ongoing discovery approach to identify friction points across the end-to-end fraud journey
• Translate insights into clear, actionable opportunities for improvement
• Partner with teams to turn identified opportunities into actionable plans and support execution
• Ensure improvements are adopted, sustained, and scaled where appropriate
• Align work across multiple teams to ensure efforts are coordinated and focused on the highest impact areas

Fraud Customer Experience Business Partner

• Verify insurance eligibility and benefits for all new Boulder Care commercial enrollments
• Conveying policy benefit and eligibility information to patients in a comprehensive and professional manner
• Answering incoming questions from Boulder patients around balances due, non covered charges etc
• Assist our Enrollment Specialist and Care Navigator teams with difficult insurance verification details for newly enrolled and established patients
• Act as first point of contact for incoming patient messages, as well as internal requests for support
• Maintain ongoing dated eligibility checks for accurate billing and clean claims
• Collaborate with other teams to assist with patients who have lapsed coverage and need temporary financial assistance
• Serve as subject matter expert for internal insurance training
• Help develop and maintain standard processes that keep insurance data accurate and up to date in our EHR
• Identify and correct billing errors and resubmit claims to insurance carriers
• Research/rectify third party denials/edits, requests for information and other related correspondence
• Act as a key contributor to the Revenue Cycle by identifying and reporting inefficiencies and opportunities that enhance revenue flow, decrease denials, and minimize write-offs

Insurance Verification and Patient Support Specialist

• 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

• Provide strategic, expert-level technical support to ensure the highest levels of customer satisfaction.
• Diagnose and resolve complex technical issues, leveraging automated technology and instrumentation to prevent future problems.
• Act as the go-to expert for critical customer escalations and complex issues, frequently collaborating with engineering, QA, and product teams to resolve challenges.
• Involve on-site visits to customers, in addition to remote support.
• Mentor junior support team members and provide guidance to improve team performance and technical acumen.
• Offer strategic technical support for Neumo Core and Applications products, ensuring timely resolution of complex customer issues.
• Utilize automated technology and instrumentation to diagnose, document, and resolve technical problems while proactively preventing future issues.
• Serve as the primary point of contact for escalated support cases, collaborating with internal teams (engineering, QA, and product management) to drive solutions.
• Lead on-site customer support efforts as necessary, resolving high-impact technical issues in person when required.
• Deliver post-sales technical support for customers, including answering questions related to the use and troubleshooting of Neumo products (including Electronic Support Services like Zendesk).
• Develop and maintain relationships with customers to ensure they receive the best possible support and satisfaction with Neumo products.
• Mentor and provide direction to junior support staff, sharing knowledge and fostering team development.
• Lead or contribute to cross-functional projects, initiatives, and process improvements aimed at enhancing customer experience and product usability.
• Develop and update technical documentation, procedures, and best practices for both internal and external use.
• Collaborate on root cause analysis of recurring issues to help product and engineering teams improve the stability and functionality of Neumo products.
• Drive customer satisfaction by advocating for customer needs within the support team and across the organization.
• Handle additional tasks as assigned, with the flexibility to adapt to changing priorities and project requirements.

Principal Customer Support Specialist

• Manage large amounts of incoming phone calls and internal transfers from other departments
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customers through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Schedule service appointments as needed
• Address inquiries about repairs and maintenance
• Review and manage billing and invoice inquiries
• Handle customer complaints, provide appropriate solutions and alternatives within established time limits; follow up to ensure resolution
• Keep accurate records of customer interactions and account related information
• Ensure a positive customer experience throughout every interaction
• Uphold all company policies and procedures

Customer Care Agent

• Provide necessary support to the managing of Head Start and Early Head Start grant programs
• Accurate and timely analysis and review of funding applications according to established Regional Office timeframes and procedures
• Review and analysis of recipient program performance reports, Incident reports and complaints, information, and indicators
• Provision of accurate and timely regulatory and policy guidance to Head Start recipients
• Coordinate and incorporate Regional Management (RPM & SPS), TTA (Training & Technical Assistance), and Grants Specialist staff on all recipient case work
• Conduct monthly calls with recipients and Regional Grants Specialists covering Checkpoint Data, Self-Assessment, Enrollment, Staff Salaries and Retention, Community Assessments, Continuous Improvements, Transitions and other recipient specific topics
• Participate in all required Regional meetings and conferences
• Conduct annual site visits to recipients as part of the five-year monitoring cycle for grant oversight according to Regional Office protocols

Head Start Program Support Specialist

• Take inbound calls while maintaining a high level of professionalism and working to establish a positive rapport with every customer.
• Learn computer system applications to accurately process transactions and maintain customer data.
• Educate customers on products and services via phone, email, and chat communications.
• Provide basic troubleshooting for customers including product knowledge, recommendations, and problem resolution.
• Build and maintain positive relationships with internal customers and team members.
• Stay informed on all communications and training to ensure accurate protocols are followed.
• Build knowledge of relevant company products, processes, programs, and technology.
• Participate in other related duties and projects as assigned by the supervisor or manager.
• Perform other duties as assigned.
• Comply with all policies and standards.

Customer Service Representative I

• Deliver empathetic support across phone, live chat, email, and scheduled meetings to diagnose and resolve complex customer inquiries.
• Develop and maintain deep technical mastery across all Tithely products to confidently support an expanding catalog.
• Document software bugs with logs and reproduction steps to efficiently escalate complex issues to our Specialist Team.
• Utilize KCS methodologies to identify gaps and update internal and external knowledge base documentation in real-time.
• Leverage AI tools and resources to maximize efficiency while maintaining a personal, human-centered customer experience.
• Manage your daily queue effectively to meet and exceed key metrics, including CSAT, SLA, and ticket solve count.
• Identify cross-sell opportunities, driving product adoption and earning uncapped bonuses.

Customer Support Advocate

• Engages with customers in a confident and compelling manner, performing the full range of customer service duties
• Strives to resolve customer concerns in a single interaction via telephone, written, or face to face communication
• Responds to a diverse set of customers with an equal level of confidence regardless of the issue at hand
• Works independently of support from a senior customer service representative, frequently utilizing the knowledge center
• Consistently exceeds results for internal adherence, efficiency, and inquiry timeliness.
• Resolves standard and frequently non-routine, limited impact, customer inquiries, comments, and concerns with the most limited escalation consistent with company policies and processes.

• Lead and manage a team of 12–15 associates responsible for delivering high-quality, phone and transaction-based customer service, while fostering an inclusive and engaging team environment
• Oversee daily operations by setting performance goals, monitoring results, and driving accountability to meet or exceed service and productivity targets
• Coach and develop associates through regular feedback, performance discussions, and use of reporting and insights to improve individual and team effectiveness
• Ensure quality service delivery by overseeing call and transaction quality standards, monitoring performance, and driving continuous improvement initiatives
• Use data and workforce insights to optimize scheduling, staffing, and work allocation, leveraging trends and forecasting to maximize efficiency
• Act as a point of escalation for complex issues, ensuring timely resolution while identifying opportunities to improve processes and enhance the customer experience
• Partner with leadership and cross-functional teams to support business initiatives, align to strategic priorities, and implement process improvements
• Support team engagement and culture by recognizing contributions, reinforcing positive performance, and promoting a collaborative, high-performing environment
• Perform other duties as needed to support the commitments made to our customers

Manager, Customer Service – LTC Transactions

• Answer incoming communications from customers
• Conduct research to provide answers for customers to resolve their issues
• Navigate multiple systems and applications simultaneously to document interactions and provide accurate solutions
• Meet established goals for all performance metrics including call quality, productivity, and schedule adherence

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