Customer Support

• Support growth of managed account portfolios in partnership with Outside Sales Representatives
• Provide consultative support and maintain strong account relationships
• Provide timely and complete quotes and sales orders
• Resolve issues and provide post-sale follow-up throughout the project cycle
• Use CRM and telephony systems to support customer service and sales operations
• Drive repeat business through customer service, quoting, sourcing, project ownership, and account relationship building
• Partner with vendors and cross-functional teams on quoting, pricing, availability, and issue resolution
• Own projects end to end, keeping managed account customers central to the process
• Handle issue resolution, after-sale follow-up, invoice transmittal, and quote requests
• Report to a Supervisor
• Typically travel overnight 5% to 20% of the time

Inside Sales Support Representative

• Provide compassionate, trauma-informed crisis intervention support through the National Sexual Assault Hotline and RAINN-operated partner hotlines
• Use safety planning, brainstorming, listening skills, referrals, and relevant resources to support hotline users
• Complete regular training on NSAH and client-specific user needs
• Answer inbound crisis-intervention telephone calls and online chats
• Maintain knowledge of client-specific users, including college populations, law enforcement, nurses, and civilians
• Collaborate with hotline staff and assist with quality assurance efforts
• Monitor NSAH sessions and provide real-time guidance to staff and peers
• Maintain and follow RAINN, NSAH, and client-contract policies and protocols
• Supervise inbound crisis-intervention calls and online chats
• Facilitate and manage online group chat services and sessions
• Assist with semi-annual call-throughs to audit resource databases
• Complete session assessments and report new information, trends, or concerns to the Shift Manager or Lead on Duty
• Collect and enter client-specific data for all client contacts
• Work a minimum of two holidays per year to support 24/7 service coverage
• Attend monthly NSAH all-staff meetings
• Attend and participate in ongoing NSAH training sessions
• Provide crisis intervention and sexual assault victim support services for educational institutions, service providers, rape crisis centers, and other agencies
• Perform other duties supporting NSAH operations and service delivery

Bilingual NSAH Support Specialist

• Support customers across multiple brands via phone, email, web forms, and live chat
• Provide accurate, timely, and friendly responses in a call-center environment
• Answer questions about knitting, crochet, and quilt patterns
• Enter orders and update account details using in-house systems
• Track shipments and explain return processes
• Write clear, thoughtful email responses reflecting the brand voice
• Collaborate with teammates and other departments to resolve customer issues
• Take on special projects or additional tasks as needed
• Learn the product lineup across 7+ brands and practice order entry during onboarding
• Independently resolve common issues including shipping questions, order placement, returns, and promotions
• Handle complex tickets, apply exceptions, and provide researched, personalized responses

Customer Experience Specialist

• Greet and assist all customers and prospective customers promptly and professionally
• Maintain a clean workspace as the first point of contact for customers
• Manage incoming phone calls, walk-in business, and written correspondence, directing matters to the appropriate person or department
• Provide clerical and administrative support to General Managers and Service Advisors
• Handle receivables, payables, accounting-system data entry, spreadsheets, and month-end statement balancing
• Perform other related duties as assigned

Customer Service Representative

• Develop and execute DCI's North American Field & Customer Support strategy
• Establish a scalable support model for DCI's growing customer and dealer base
• Define field and internal support standards, operating rhythms, escalation paths, and performance expectations
• Ensure consistent support across phone, digital, field, training, and technical support channels
• Represent the customer voice in strategic and product decisions
• Lead DCI's North American Field Support organization
• Optimize geographic coverage, staffing, travel, workload, and resource allocation
• Ensure field representatives have appropriate training, tools, product expertise, and resources
• Build ownership, responsiveness, technical excellence, and customer advocacy within the organization
• Build succession plans and develop future field and support leaders
• Lead the evolution of DCI's customer support organization and operating model
• Improve escalation management, issue resolution, and customer communication
• Identify recurring customer issues and drive permanent resolution
• Partner with Customer Service to improve support processes and capabilities
• Partner with dealers to ensure consistent customer support and technical expertise throughout North America
• Establish clear roles and expectations among DCI, dealers, and customers
• Develop programs that increase dealer and customer product knowledge, confidence, and adoption
• Use customer and field feedback to improve products, training, documentation, and support
• Serve as an executive escalation point for customers and dealers
• Establish and manage KPIs for satisfaction, response time, resolution time, field utilization, first-time resolution, escalation volume, training effectiveness, and cost-to-serve
• Use data and customer feedback to prioritize improvements
• Standardize processes while preserving responsiveness and hands-on support
• Leverage technology, automation, knowledge management, and digital support tools
• Develop annual operating plans and budgets
• Collaborate with Product Management, Engineering, Quality, Manufacturing, Marketing, and RMA to translate customer and field insights into product and business improvements

Head of North America – Field & Customer Support

• Process customer orders, make product recommendations and handle account inquiries using world-class technology
• Answer product, pricing and shipping questions
• Build business relationships with customers over phone, email and chat
• Understand customer needs and recommend Uline's best solutions
• Help customers navigate Uline's website and online ordering
• Deliver fast, friendly, customer-focused service

• Manage high-volume customer inquiries through phone calls, voicemails, faxes, scanned correspondence, and emails
• Identify and assess customer needs to achieve maximum client satisfaction
• Assist callers in real time with data collection or education
• Transfer or redirect calls to appropriate Recovery Specialists
• Use internal systems and resources to provide accurate, complete information
• Maintain phone coverage during the scheduled shift to minimize missed and abandoned calls
• Review, promote, and activate client and Phia-generated referrals from Call Center activity
• Collect and document attorney and adjuster information in the system
• Handle calls, case activations, data entry, and data management according to company guidelines
• Respond to department requests through the online questionnaire portal
• Research automatic updates from a national third-party claims database
• Review scanned documentation for systematic updates, including Phia Accident Questionnaires
• Generate client-specific weekly reports as needed
• Protect company assets from unauthorized access, disclosure, or modification
• Comply with organizational information security policies

Healthcare Customer Service Representative

• Provide dedicated on-site support and act as the technical first point of contact for wavespace meetings and events
• Assist with local on-site and off-site support for firm-sponsored wavespace functions and meetings
• Deploy, install, configure, and test hardware and software for end users
• Provision and de-provision hardware and software for the wavespace support team
• Coordinate repairs and software reinstallation for end-user, lab, and wavespace-specific technologies
• Support Miro, Slido, Co Create, Bluejeans, Webex, Microsoft Teams, and Zoom
• Support AV systems including video walls, touch screens, projectors, video matrix switching, cameras, Dante, BiAmp, BrightSign, Mersive Solstice, Sonos, and lighting systems
• Support AV software including Ventuz, Light Key, AppSpace, Crestron, QSYS, Gitbash, OSC Designer, and Chauvet lighting
• Support MS HoloLens, Meta Quest headsets, and 3D printers
• Support Windows 11 and Apple Mac OS at an intermediate level
• Utilize NAS capabilities and secure storage
• Interpret specialized network configurations and analyze network issues
• Maintain on-site event servers and kiosk-mode systems
• Communicate with and manage vendor relationships
• Track and resolve incidents and service requests in ServiceNow; identify technical problem trends
• Provide after-hours service for escalated issues
• Maintain knowledge of EY Technology services and resolve end-user technology issues
• Maintain relationships with Regional and Team Leads and the Global Event Enablement team

AV Technology Support Specialist

• Act as dedicated on-site support specialist and technical first point of contact for wavespace meetings and events in the geographic area
• Provide local on-site and off-site support for firm-sponsored wavespace functions and meetings
• Deploy, install, configure, and test hardware and software for end users
• Provision and de-provision hardware and software for the wavespace support team
• Repair end-user and lab hardware and reinstall software to resolve incidents
• Maintain wavespace technologies including MS Surface Hubs, iPads, Microsoft Surface Studios, digital signal processors, microphone systems, wireless presentation systems, and Microsoft Teams Rooms
• Support applications including Miro, Slido, Co Create, BlueJeans, Webex, Microsoft Teams, and Zoom
• Support AV components including video walls, digital touch screens, HD projectors, video matrix switching, cameras, Dante, BiAmp, BrightSign, Mersive Solstice, Sonos, and lighting systems
• Support AV software including Ventuz, Light Key, AppSpace, Crestron, Q-SYS, Gitbash, OSC Designer, and Chauvet lighting
• Support lab hardware including MS HoloLens/Meta Quest headsets and 3D printers
• Support Windows 11 and Apple macOS systems
• Utilize NAS capabilities and secure storage
• Interpret specialized network configurations and analyze network issues
• Maintain on-site event servers using Windows and iPad kiosk modes
• Communicate and manage vendor relationships
• Track and resolve incidents and service requests in ServiceNow; identify trends to prevent recurrence
• Provide after-hours service for escalated issues
• Maintain understanding of EY Technology services and resolve end-user technology issues
• Report to the Americas EY Technology wavespace Support Lead and work through matrix management

• Process customer orders
• Make product recommendations
• Handle account inquiries using world-class technology
• Answer product, pricing and shipping questions
• Build business relationships with customers over phone, email and chat
• Understand customer needs and recommend Uline's best solutions
• Help customers navigate Uline's website and online ordering