• I ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) • Clarify customer requirements; probe for understanding, and use decision-support tools and resources to provide resolution to the customer appropriately • I listen attentively to customer needs and concerns; demonstrate empathy while maximizing the opportunity to build rapport with the customer • Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures • Maintain basic knowledge of client products and/or services • Prepare complete and accurate work including appropriately notating accounts as required • Participate in activities designed to improve customer satisfaction and business performance • Offer additional products and/or services • Track, document and retrieve information in the call tracking database • Respond to customer inquiries by referring them to published materials ***Personal Skills • Courteous with strong customer service orientation • Strong computer navigation skills and PC Knowledge • Ability to effectively communicate, both written and verbally • Dependable with solid attention to detail • Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly • Can tolerate repetitive work in a fast-paced, high-production work environment • Able to work as a team member, as well as independently • Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner • Able to rotate shifts, as needed • Versatile • Flexible