• Serve as liaison between company and callers, handling inquiries and complaints • Accept ownership to effectively resolve complaints and inquiries • Treat callers with compassion and empathy and maintain customer satisfaction • Manage large amounts of inbound calls in a timely manner • Follow communication "FAQs scripts" when handling different topics • Identify caller needs, clarify information, provide guidance, and de-escalate agitated callers • Work scheduled shifts within hours of operation (9:00am - 9:00pm; 9:00am-5:30pm, 12:30pm-9:00pm, 5:00pm-9:00pm)