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; 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.