• Manage inbound and outbound customer calls, chats, and texts while meeting productivity goals. • Provide timely, accurate, and professional assistance on all inquiries. • Document and update customer information in the CRM system. • Follow escalation procedures and company policies to ensure resolution. • Maintain compliance with all federal, state, and client requirements. • Apply training materials effectively and share knowledge with team members. • Meet or exceed all performance metrics and KPIs.