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 and 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.