Answers inquiries by: Clarifying desired information. Researching, locating, and providing information. 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 up-sell accounts. Explaining new features. Maintains call center database by entering information. Keeps equipment operational by: Following established procedures. Reporting malfunctions. Updates job knowledge by participating in educational opportunities. Enhances organization reputation by: Accepting ownership for accomplishing new and different requests. Exploring opportunities to add value to job accomplishments.