• Serve customers via phone, fax, mail and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining client database, and customer profiles • Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems • Redirect complex or specialized concerns to the appropriate team for follow-up (e.g., Audiology inquiries, technical product support, etc.) when applicable • Investigate and resolve problems related to the shipment of product, returns, credits, and orders • Handle customer complaints with a sense of urgency and see through to satisfactory resolution • Work cross functionally to ensure an effortless customer experience • Ability to consistently meet stated KPIs