• Answers customer questions from incoming calls and emails and ensure all customer’s issues are resolved to recover high quality customer experience. • Verifies the nature and extent of the issue by reviewing and troubleshooting appropriate records and damage documentation to identify a problem resolution and educates the customer about Safelite’s practices and policies to deliver problem resolutions. • Provides updates to the appropriate parties as needed, providing new information as it becomes available, and draw to a close with a satisfactory resolution and follows up with the customer to determine the problem has been resolved and ensures customer delight. • Manages multi-system record keeping, documenting key activities in a clear, timely and concise manner while appropriately handling confidential and personal information. • Maintains favorable working relationships with internal associates throughout the call center and field organization to partner together to provide the highest level of customer experience. • All other duties as assigned.