• Responsible for assisting customers who have questions and/or concerns regarding their citation • Identify customers’ needs, clarify information and provide our customers with solutions and/or alternatives • Engage in active listening with customers, confirming or clarifying information and diffusing angry callers, as needed • Meet or exceed call center metrics/KPI’s while providing excellent consistent customer service and adhering to standards and guidelines • Multi-tasking in a fast-paced environment (documenting all customer details in our database, while assisting customers and providing solutions) • Responsible for assisting the Call Center Team Lead with meeting operational objectives by handling calls and additional projects as well as supporting the entire operational team in cross-training initiatives to assist departmental workload • Embrace a collaborative work environment and provide positive feedback to build a climate in which the team can succeed in bringing value and pride to their work. • Treat everyone with respect, dignity, and multi-cultural sensitivity. • Act with transparency and fairness in all transactions with colleagues and leadership