The position serves as the first point of contact for customers seeking first-level assistance over the phone or email. The role involves responding to and servicing customer calls via an inbound ACD system or emails through an email routing client. The individual will educate and inform customers on account-related billing questions, concerns, and requests, while identifying and providing the proper resolution that fully meets all Policies, Procedures, and Protocols. Additionally, the role requires researching and analyzing inquiries, promoting positive customer relations, and maintaining the highest standards of ethics, quality, and professionalism. The employee will perform application or navigational guidance on customer-facing technologies, walk customers through the problem-solving process, and direct unresolved issues to the next level of support personnel. Accurate information on first-level business requirements must be provided, and account notes must be entered properly after each customer contact, adhering to strict Account Note Maintenance Guidelines. Feedback or suggestions should be passed on to the appropriate internal team, and a strong understanding and achievement with The CARE Framework and The EDGE Framework is essential.