Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) Clarify customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking Attend to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer Greet customers in a courteous, friendly, and professional manner using agreed upon procedures Maintain broad knowledge of client products and/or services Prepare complete and accurate work including appropriately notating accounts as required Participate in activities designed to improve customer satisfaction and business performance Offer additional products and/or services