Answering or making calls to customers to learn about and address their needs, complaints, or other issues with products or services. Responding efficiently and accurately to callers, explaining practical solutions, and ensuring that clients feel supported and valued. Engaging in active listening with callers, confirming or clarifying information and diffusing angry customers, as needed. Building lasting relationships with customers and other team members based on trust and reliability. Utilizing software, databases, scripts, and tools appropriately. Understanding and striving to meet or exceed department metrics while providing excellent consistent customer service. Making sales or recommendations for products or services that suit client needs better.