Clarify customer requirements; use decision-support tools and resources to provide appropriate resolutions.
Listen attentively to customer needs and concerns; demonstrate empathy while building rapport.
Greet customers courteously and professionally using agreed-upon procedures.
Maintain basic knowledge of client products and/or services.
Prepare complete and accurate work, including appropriate account notations.
Participate in activities designed to improve customer satisfaction and business performance.
Offer additional products and/or services as appropriate.
Track, document, and retrieve information in call tracking databases.
Respond to customer inquiries by referring to published materials, secondary sources, or more senior staff.
