• Handle and carefully respond to all inbound and outbound customer inquiries • Provide excellent customer service through active listening • Work with confidential customer information and treat it sensitively • Aim to resolve issues on the first call by being proactive, patient, empathetic, and understanding • Appropriately communicate with customers, exercising retention efforts if needed • Identify customers who are comparison-shopping and inquiring about contract terms, assisting the customer with the correct price plan • Compassionately handle sensitive situations surrounding healthcare needs, education, and prevention planning