• Answer incoming phone calls, texts, chats and respond to written communications. • Troubleshoot any issues related to the consumer product. • Identify and analyze consumer concerns; take or recommend appropriate actions; formulate alternative solutions; and follow-up to ensure problems are resolved. • Complete assignments in a thorough, accurate, and timely manner, achieving expected outcomes. • Prioritize and handle multiple responsibilities. • Provide information, support, and guidance to consumers. • Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette. • Fully, accurately, and immediately document all telephone calls in the appropriate CRM system. • Use correct grammar and make appropriate word choices in written communication and data capture. • Complete high-quality work according to specifications, thoroughly following standards, procedures, and demonstrating attention to detail. • Listen actively to others and ask appropriate questions for clarification. • Demonstrate receptiveness to feedback, listen with an open mind and understand differences in communication style adjusting as necessary.