• Answer and conduct business via telephone with a strong focus on excellent customer service (100% phone-based role) • Accurately and timely respond to ROI-related inquiries received by phone, email, or written correspondence • Review, research, resolve, and document all inquiries in designated software systems • Ensure detailed and accurate documentation of calls, inquiries, and resolutions • Follow all department, site-specific, and company policies and procedures • Meet or exceed established productivity and quality assurance standards • Maintain strict confidentiality of all information encountered in the role • Demonstrate professionalism and maintain positive working relationships with coworkers and management • Communicate promptly with management regarding issues, concerns, or incidents • Perform duties in accordance with training and facility-specific procedures • Attend mandatory meetings and training sessions as required • Maintain acceptable attendance and adhere to scheduled work hours • Perform additional duties as assigned