• 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