Resolv Global

Customer Support

• Provide prompt, courteous support to health plan members and representatives
• Answer inbound calls
• Listen to customer needs and respond professionally
• Provide accurate information and assistance regarding transportation services
• Handle customer questions and concerns with patience, empathy, and professionalism
• Enter and maintain accurate customer information and data
• Meet established performance and quality expectations
• Follow HIPAA and compliance requirements when handling protected health information
• Escalate transportation or customer service concerns to the appropriate leadership team
• Participate in required training and coaching
• Complete required compliance and training courses
• Maintain professional conduct and appearance during training and coaching
• Participate on camera during required training and meeting sessions

Healthcare Customer Service Representative

• Lead, support, coach, and motivate a team of customer experience representatives
• Monitor day-to-day team performance and ensure productivity and quality expectations are met
• Provide coaching and feedback to improve individual and team performance
• Support agents with customer escalations and challenging interactions
• Maintain a strong customer-focused culture across the team
• Monitor attendance, adherence, performance, and overall team engagement
• Identify performance gaps and work with team members on improvement plans
• Communicate operational updates, expectations, and feedback clearly to the team
• Collaborate with trainers and other leadership members during training and transition into production
• Maintain professionalism, accountability, and strong communication in a fully remote environment
• Adapt to changing processes, systems, and business requirements
• Support a US-based healthcare customer experience program

Team Lead – Healthcare Customer Service

• Answer inbound calls from health plan members and representatives
• Listen to customer needs and respond professionally
• Provide accurate information and assistance regarding transportation services
• Handle customer questions and concerns with patience, empathy, and professionalism
• Enter and maintain accurate customer information and data
• Meet established performance and quality expectations
• Follow HIPAA and compliance requirements when handling protected health information
• Escalate transportation or customer service concerns to the appropriate leadership team
• Participate in required training and coaching
• Complete required compliance and training courses
• Maintain professional conduct and appearance during training and ongoing coaching
• Participate on camera during required training and meeting sessions

• Handle inbound and outbound customer calls professionally and efficiently
• Assist pet owners with appointment scheduling, rescheduling, and general inquiries
• Follow clinic-specific procedures, workflows, and documentation requirements
• Accurately document customer interactions within CRM and scheduling systems
• Escalate urgent concerns according to established procedures
• Maintain a compassionate and professional tone during sensitive customer interactions
• Support veterinary clinics by providing exceptional customer service experiences
• Manage multiple systems and tasks while maintaining accuracy and efficiency
• Meet attendance, productivity, and quality expectations
• Assist pet owners and veterinary practices while supporting veterinary clinics across the United States

Veterinary Client Support Representative

• Handle inbound and outbound customer calls professionally and efficiently
• Assist pet owners with appointment scheduling, rescheduling, and general inquiries
• Follow clinic-specific procedures, workflows, and documentation requirements
• Accurately document customer interactions within CRM and scheduling systems
• Escalate urgent concerns according to established procedures
• Maintain a compassionate and professional tone during sensitive customer interactions
• Support veterinary clinics by providing exceptional customer service experiences
• Manage multiple systems and tasks while maintaining accuracy and efficiency
• Meet attendance, productivity, and quality expectations

• Lead, support, coach, and motivate a team of customer experience representatives
• Monitor day-to-day team performance and help ensure productivity and quality expectations are met
• Provide coaching and feedback to improve individual and team performance
• Support agents with customer escalations and challenging interactions
• Help maintain a strong customer-focused culture across the team
• Monitor attendance, adherence, performance, and overall team engagement
• Identify performance gaps and work with team members on improvement plans
• Communicate operational updates, expectations, and feedback clearly to the team
• Work closely with trainers and other leadership members during training and transition into production
• Maintain professionalism, accountability, and strong communication in a fully remote environment
• Adapt quickly to changing processes, systems, and business requirements
• Support a US-based healthcare customer experience program

Team Lead – Healthcare Customer Experience

• Handle inbound and outbound customer calls professionally and efficiently
• Assist pet owners with appointment scheduling, rescheduling, and general inquiries
• Follow clinic-specific procedures, workflows, and documentation requirements
• Accurately document customer interactions within CRM and scheduling systems
• Escalate urgent concerns according to established procedures
• Maintain a compassionate and professional tone during sensitive customer interactions
• Support veterinary clinics by providing exceptional customer service experiences
• Manage multiple systems and tasks while maintaining accuracy and efficiency
• Meet attendance, productivity, and quality expectations
• Complete every stage of the hiring process, including English resume review, pre-screen questionnaire, video interview, live interview, and final interview

Learning and Development

• Deliver engaging and structured training to new customer experience representatives
• Facilitate virtual training sessions
• Explain processes, procedures, systems, and customer service expectations
• Use different teaching approaches for different learning styles
• Monitor learner understanding and identify knowledge gaps
• Conduct knowledge checks, exercises, role plays, and practical activities
• Provide constructive feedback and coaching
• Support learners requiring additional guidance
• Prepare new hires for transition from training into production
• Collaborate with Team Leads and leadership to support learner readiness
• Maintain accurate training records and communicate learner progress
• Adapt training delivery when processes, systems, or requirements change
• Create a positive, professional, and accountable learning environment

Bilingual Training Specialist

• Handle inbound and outbound customer calls professionally and efficiently
• Assist pet owners with appointment scheduling, rescheduling, and general inquiries
• Follow clinic-specific procedures, workflows, and documentation requirements
• Accurately document customer interactions within CRM and scheduling systems
• Escalate urgent concerns according to established procedures
• Maintain a compassionate and professional tone during sensitive customer interactions
• Support veterinary clinics by providing exceptional customer service experiences
• Manage multiple systems and tasks while maintaining accuracy and efficiency
• Meet attendance, productivity, and quality expectations
• Complete the English resume review, pre-screen questionnaire, video interview, live interview, and final interview if selected

• Lead, support, coach, and motivate a team of customer experience representatives
• Monitor day-to-day team performance and ensure productivity and quality expectations are met
• Provide coaching and feedback to improve individual and team performance
• Support agents with customer escalations and challenging interactions
• Maintain a strong customer-focused culture across the team
• Monitor attendance, adherence, performance, and overall team engagement
• Identify performance gaps and work with team members on improvement plans
• Communicate operational updates, expectations, and feedback to the team
• Work closely with trainers and other leadership members during training and transition into production
• Maintain professionalism, accountability, and strong communication in a fully remote environment
• Adapt to changing processes, systems, and business requirements
• Support a US-based healthcare customer experience program

• Lead, support, coach, and motivate a team of customer experience representatives
• Monitor day-to-day team performance and ensure productivity and quality expectations are met
• Provide coaching and feedback to improve individual and team performance
• Support agents with customer escalations and challenging interactions
• Maintain a strong customer-focused culture across the team
• Monitor attendance, adherence, performance, and overall team engagement
• Identify performance gaps and work with team members on improvement plans
• Communicate operational updates, expectations, and feedback clearly to the team
• Work closely with trainers and other leadership members during training and transition into production
• Maintain professionalism, accountability, and strong communication in a fully remote environment
• Adapt quickly to changing processes, systems, and business requirements

• Handle inbound and outbound customer calls professionally and efficiently
• Assist pet owners with appointment scheduling, rescheduling, and general inquiries
• Follow clinic-specific procedures, workflows, and documentation requirements
• Accurately document customer interactions within CRM and scheduling systems
• Escalate urgent concerns according to established procedures
• Maintain a compassionate and professional tone during sensitive customer interactions
• Support veterinary clinics by providing exceptional customer service experiences
• Manage multiple systems and tasks while maintaining accuracy and efficiency
• Meet attendance, productivity, and quality expectations
• Complete the English resume review, pre-screen questionnaire, video interview, live interview, and final interview stages

• Lead, support, coach, and motivate a team of customer experience representatives
• Monitor day-to-day team performance and ensure productivity and quality expectations are met
• Provide coaching and feedback to improve individual and team performance
• Support agents with customer escalations and challenging interactions
• Maintain a strong customer-focused culture across the team
• Monitor attendance, adherence, performance, and overall team engagement
• Identify performance gaps and work with team members on improvement plans
• Communicate operational updates, expectations, and feedback to the team
• Collaborate with trainers and other leadership members during training and transition into production
• Maintain professionalism, accountability, and strong communication in a fully remote environment
• Adapt to changing processes, systems, and business requirements

• Handle inbound and outbound customer calls professionally and efficiently
• Assist pet owners with appointment scheduling, rescheduling, and general inquiries
• Follow clinic-specific procedures, workflows, and documentation requirements
• Accurately document customer interactions within CRM and scheduling systems
• Escalate urgent concerns according to established procedures
• Maintain a compassionate and professional tone during sensitive customer interactions
• Support veterinary clinics by providing exceptional customer service experiences
• Manage multiple systems and tasks while maintaining accuracy and efficiency
• Meet attendance, productivity, and quality expectations
• Complete all stages of the hiring process if selected: English Resume Review, Pre-Screen Questionnaire, Video Interview, Live interview, and Final Interview

• Deliver engaging and structured training to new customer experience representatives
• Facilitate virtual training sessions
• Explain processes, procedures, systems, and customer service expectations
• Use varied teaching approaches for different learning styles
• Monitor learner understanding and identify knowledge gaps
• Conduct knowledge checks, exercises, role plays, and practical activities
• Provide constructive feedback and coaching
• Support learners requiring additional guidance
• Prepare new hires for transition from training into production
• Collaborate with Team Leads and leadership to support learner readiness
• Maintain accurate training records and communicate learner progress
• Adapt training delivery when processes, systems, or requirements change
• Create a positive, professional, and accountable learning environment