• Maintain a positive, empathetic, and professional attitude toward customers at all times. • Respond promptly to customer inquiries in a high call volume, fast-paced environment following established processes and guidelines. • Interact with customers via telephone, email, and online chat to answer product-related questions, resolve standard issues, and provide basic education on Record Hub services. • Accurately document customer interactions, inquiries, issues, and resolutions in designated systems. • Identify issues that require additional expertise and appropriately escalate to senior representatives or specialists. • Make outbound telephone and email contacts to customers to provide updates, education, and support issue resolution. • Follow defined workflows, scripts, and quality standards to ensure consistency and compliance. • Communicate and coordinate with colleagues and team leads as needed to support customer needs. • Actively participate in training, coaching, and feedback sessions to build product knowledge and customer service skills. • Provide feedback on customer experience challenges and opportunities for improvement.