Key Responsibilities Customer Service Answer incoming customer calls promptly and professionally. Identify customer needs and provide accurate information and assistance. Listen carefully to customer concerns and determine appropriate solutions. Resolve complaints and service issues while maintaining a positive attitude. Explain company policies, products, services, billing, and procedures. Provide personalized and courteous customer service. Escalate complex or unresolved issues to supervisors or appropriate departments. Call Handling Handle a high volume of inbound and outbound calls efficiently. Follow established call scripts, procedures, and quality standards when required. Verify customer information and maintain accurate account records. Document each customer interaction clearly and accurately. Make follow-up calls when necessary. Transfer calls to the appropriate department or representative. Order & Account Support Process customer orders, payments, returns, cancellations, and service requests. Update customer accounts and contact information. Research account issues and correct errors when authorized. Explain invoices, charges, account balances, and payment options. Assist customers with account setup and general service questions. Data Entry & Documentation Enter customer information and call details into CRM or call-center systems. Maintain accurate records of customer interactions. Document complaints, resolutions, and follow-up requirements. Protect confidential customer and company information. Sales & Customer Retention Identify opportunities to recommend additional products or services when appropriate. Explain promotions, upgrades, and available service options. Assist with customer retention and cancellation-prevention efforts. Meet established sales or service goals when applicable. Quality & Performance Meet established performance standards for call volume, customer satisfaction, accuracy, and response time. Follow company policies, procedures, and compliance requirements. Participate in training and coaching programs. Accept feedback and continuously improve customer-service skills. Maintain professionalism and a positive attitude throughout customer interactions. Qualifications High school diploma or equivalent preferred. Previous customer service or call center experience preferred but not always required. Excellent verbal and written communication skills. Strong listening and interpersonal skills. Ability to handle difficult or upset customers professionally. Strong computer and data-entry skills. Ability to navigate multiple computer systems while speaking with customers. Strong attention to detail and organizational skills. Ability to multitask and prioritize work. Ability to work independently and as part of a team. Reliable attendance and punctuality. Preferred Skills Experience with CRM or call-center software. Experience with telephone-based customer service. Basic knowledge of Microsoft Office or Google Workspace. Bilingual or multilingual communication skills are a plus. Previous sales or upselling experience is a plus. Core Competencies Customer service Communication Active listening Problem-solving Patience and empathy Conflict resolution Computer proficiency Data entry Time management Attention to detail Teamwork Professionalism Work Environment Fast-paced call center or customer-service environment. Frequent use of telephone, computer, headset, CRM, and other communication systems. May require extended periods of sitting and working at a computer. May require flexible schedules, including evenings, weekends, or holidays depending on business needs.