Primary duties may include, but are not limited to: • Performs customer service in a sales/account management environment. • Following appropriate policies and procedures, responds to customer issues via telephone and written correspondence regarding customer options, rate actions, and billing to ensure customer satisfaction. • Researches and analyzes data to address customer service issues, interpret policy provision, and determine most effective response. • Provides information and recommends solutions. • Thoroughly documents inquiry outcomes for accurate tracking and analysis. • Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests, concerns, and questions are handled appropriately and in a timely manner. • Negotiates sale upgrades by reviewing current customer accounts, and introducing new products/ services to promote increased profitability. • Mails out document packages for any new upgraded sales accepted by customer. • Promotes the use of cost saving measures such as automated payments. • Refers any complex complaints and/or requests for changes in current account to management for retention of service through alternative solutions.