• Managing large amounts of inbound and outbound calls in a timely manner • Following call center "scripts" when handling different topics • Identifying customers' needs, clarify information, research every issue and providing solutions • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems • Fulfills requests by clarifying desired information; completing transactions; forwarding requests • Sells additional services by recognizing opportunities to upsell accounts; explaining new features. • Maintains call center database by entering information. • Answers inquiries by clarifying desired information; researching, locating, and providing information