Customer Support

• Own complex Tier 2 cases from identification through resolution, including filing discrepancies, state notices, stuck registrations, and refund claims
• Reconcile customer figures with company data and trace transactions
• Contact state Departments of Revenue and other tax authorities to resolve issues
• Research state guidance, statutes, and jurisdiction databases using primary sources and AI tools, then verify findings
• Document solutions so future cases can be resolved more efficiently
• Write accurate, clear, and empathetic customer responses
• Investigate Shopify, Stripe, and custom API integration issues
• Reproduce technical problems and provide actionable bug reports to Engineering
• Identify recurring issues and propose fixes
• Share knowledge, assist teammates, and improve documentation and processes

Tier 2 Support Specialist

• Serve as the primary point of contact, advisor, and advocate for ecclesiastical leaders within an assigned area and language
• Provide orientation, training, and tailored guidance to newly called leaders
• Collaborate with global and area teams, area offices, and global GSD personnel to resolve complex or escalated issues
• Assess, diagnose, and resolve leader inquiries involving Church systems, tools, policies, and administrative, procedural, and technical issues
• Manage leader support cases end-to-end from intake through resolution, including follow-up, documentation, and accountability for outcomes
• Escalate issues when necessary while retaining case ownership and coordinating successful resolution
• Develop, maintain, and improve leader training resources, self-service content, and knowledge articles
• Provide feedback and recommendations to improve systems, processes, training, and support workflows
• Maintain data integrity, confidentiality, accuracy, and compliance when accessing sensitive leader information
• Manage high-volume inbound and outbound interactions through phone, messaging, and email channels

Leader Support Specialist, English/French

• Respond to customer messages and calls
• Gather information about each request
• Provide accurate answers and instructions
• Assist customers with online processes
• Research solutions when needed
• Help resolve routine concerns
• Coordinate additional assistance
• Maintain accurate communication notes
• Track questions requiring follow-up
• Provide timely status updates
• Support courteous and consistent service

Customer Support Representative

• Support the Guidance Subsystem Support Contract (GuSSC) program
• Support sustainment operations as the PFAS and PADS Labs Manager
• Provide technical support for classified PFA Lab and unclassified PADS Lab maintenance, repair, and preventive measures
• Ensure safe, reliable, and economic operations for mission-critical software development programs and customers
• Research, develop, test, and evaluate operations, support programs, modifications, repairs, and technical data
• Communicate design and operational issues and concerns with engineering
• Develop in-service correspondence for safe equipment operation and maintenance
• Participate in accident investigation or support teams
• Participate in disabled product on-site surveys to assess damage
• Adapt existing test procedures
• Track, manage, and inventory GFE and classified items

Customer Support Service Specialist – Mid-Level/Lead

• Support enrollment and client service teams with administrative, member service, and operational tasks
• Assist with binder payment processing, premium payment follow-up, and autopay setup and verification
• Investigate and help resolve payment, billing, enrollment, and coverage issues
• Gather, review, organize, and submit SEP, enrollment, and policy maintenance documentation
• Contact members, employees, HR teams, carriers, and third-party administrators to obtain missing information and move open items forward
• Update and maintain accurate records, case notes, account activity, and documentation in Salesforce and other operational systems
• Track open cases, outstanding documentation, payment issues, autopay status, and carrier follow-ups through completion
• Assist members with carrier portal access, autopay setup, payment options, and account maintenance needs
• Support carrier troubleshooting and escalate complex issues to leadership, carrier partners, or vendors
• Assist with policy audits, quality checks, enrollment verification, and coverage maintenance activities
• Provide general operational support during Open Enrollment, onboarding periods, and other peak workload times
• Follow established workflows and service standards to ensure timely, accurate, and compliant member support

Customer Service Associate

• Help patients navigate the registration process
• Answer patient questions with confidence, clarity, and compassion
• Gather accurate information quickly in a fast-paced environment
• Build trust with patients during stressful situations
• Register patients efficiently across multiple computer systems
• Answer phones and gather information quickly and accurately
• Assist patients who may be ill, anxious, or confused
• Navigate diverse insurance plans and coverage details
• Adapt to interruptions from clinical teams during urgent care situations
• Build rapport and ease patient concerns in real time

Customer Service Representative – Part Time, Patient Registration

• Own customer renewals, usage, and adoption of Kenect product features
• Identify, strategize, and execute account expansions, feature upsells, and cross-sales
• Promote maximum product value and identify new growth opportunities
• Develop a comprehensive understanding of customers’ business challenges and objectives
• Deliver group and individual user informational and training sessions
• Monitor usage and proactively contact clients experiencing low usage
• Build and maintain regular cadence calls and Executive Business Reviews with key stakeholders
• Evaluate and prioritize customer issues and inquiries and drive effective resolutions

Customer Service Manager

• Respond to and resolve customer escalations and brand partner support tickets in Zendesk using SOPs and macros
• Keep SOPs, macros, and documentation current as processes change
• Manage the Quality Audit process, including scorecards, audit assignments, agent feedback, and calibration sessions with CS leadership
• Own brand onboarding by preparing for and leading onboarding calls, uploading brand resources, following up on questions, and setting up reporting needs
• Help build and deliver written, video, and live training content for new hires and existing teammates
• Manage manual and automated reporting, perform brand follow-ups, and identify and resolve negative trends
• Partner with Account Leads, Team Leads, Seniors, and cross-functional teams to identify recurring pain points and implement improvements
• Drive operational excellence and measurable gains in customer satisfaction, team efficiency, and business performance
• Report to the Customer Development Manager and collaborate with CS Automations, HQ2, and Brand Management teams

Customer Support Continuous Improvement Specialist

• Take inbound and outbound calls in a fast-paced call center from members of clients’ gyms
• Respond to customer questions accurately and in a timely manner following established policies
• Explain options regarding upgrading, downgrading, or canceling memberships
• Update billing and personal information per customer request
• Document customer interactions with in-house software