Answer inquiries by: Clarifying desired information. Researching, locating, and providing information. Resolve problems by: Clarifying issues. Researching and exploring answers and alternative solutions. Implementing solutions. Escalating unresolved problems. Fulfill requests by: Clarifying desired information. Completing transactions. Forwarding requests. Sell additional services by recognizing opportunities to up-sell accounts and explaining new features. Maintain call center database by entering information. Keep equipment operational by following established procedures and reporting malfunctions. Update job knowledge by participating in educational opportunities. Enhance organization reputation by: Accepting ownership for accomplishing new and different requests. Exploring opportunities to add value to job accomplishments.