• Answer incoming telephone calls from members and/or caregivers needing assistance with their order, product, billing and/or other account services. • Guide callers through troubleshooting, navigating the company site or effectively using the products or services. • Maintain superior knowledge of Medical Guardian products, services and billing practices to ensure that information communicated to the member is accurate and complete. • Perform account updates as needed and thoroughly document conversations to keep member records complete and current. • De-escalate situations involving dissatisfied members; research issues and offer solutions to resolve problems. • Be a company brand ambassador, promoting the value of additional products and services during service calls. • This includes selling add-ons to existing members. • Display positive attitude while communicating with all internal and external members; collaborate with team members to improve the member experience. • Meet personal/team qualitative and quantitative performance objectives. • Perform other duties and responsibilities as assigned.