- Serve as the first point of contact for customers across phone and chat - Guide customers toward the right next step in their journey with minimal friction - Ask thoughtful, targeted questions to clarify goals, constraints, and missing information - Resolve simple issues when appropriate to reduce unnecessary transfers - Apply SOPs and workflow logic while adapting to real-world customer scenarios - Use AI-assisted intake and routing tools as decision support, applying judgment to ensure quality - Set customers and downstream teams up for success through clear documentation and accurate handoffs - Maintain clean, complete data in internal systems - Provide feedback on workflows and flag gaps or edge cases - Handle high volumes of inbound inquiries while maintaining accuracy, clarity, and professionalism