Customer Support Agent

This is a remote position.

1. Lead Management

• Enter, verify, assign, and update leads in the CRM.
  
• Identify and resolve duplicate, referral, and renewal leads.
  
• Maintain accurate referral information and lead allocation.
  
• Monitor daily lead assignments and escalate discrepancies.
  

2. Client Onboarding & PDMR

• Contact newly enrolled clients and guide them through onboarding.
  
• Share, track, review, and approve PDMRs.
  
• Follow up on pending PDMRs and coordinate with Wellness Ambassadors.
  
• Resolve PDMR issues with IT and ensure clients move to the assignment queue.
  
• Coordinate PDMRs for Luke’s consultations.
  

3. CRM & IT Support

• Raise and track CRM/system-related tickets with IT.
  
• Follow up on unresolved issues and ensure timely resolution.
  
• Maintain documentation of recurring issues and solutions.
  
• Keep the Sales team updated on ticket status.
  

4. Refunds & Transfers

• Coordinate approved refunds, collect required details, and track completion.
  
• Manage program transfers, including approvals, CRM updates, backend coordination, and client onboarding.
  
• Ensure all transfer records are accurately updated.
  

5. Installments & Invoices

• Monitor installment payments and conduct timely follow-ups.
  
• Maintain accurate payment records and coordinate with Finance.
  
• Manage overdue payment follow-ups and program discontinuation processes.
  
• Coordinate invoice requests with Accounts and track completion.
  

6. Employee Referral Tracking

• Maintain the Employee Referral Tracker and update lead status.
  
• Verify referral eligibility.
  
• Prepare monthly referral payout reports.
  
• Coordinate with HR and Finance on payout-related queries.
  

7. Daily Operational Support

• Maintain all operational trackers and CRM data accurately.
  
• Respond to Sales team requests and proactively escalate issues.
  
• Provide backup support to the team during leave or high workload.
  
• Identify opportunities for process improvement and automation.
  
• Handle additional responsibilities assigned by the Sales Manager.