A Customer Service Associate's role is to handle all incoming inquiries via all media channels both inbound, chat and email tickets. Duties and Responsibilities: Open and maintain customer accounts by recording account information Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution information and analyzing customer needs Contribute to team effort by accomplishing related results as needed Manage large amounts of incoming Calls / Chats Identify and assess customers' needs to achieve satisfaction Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution Resolve customer complaints via phone, email, mail or social media Greet customers warmly and ascertain problem or reason Close out or open call records Compile reports on overall customer satisfaction Read from scripts Handle changes in policies or renewals Resolve customer complaints via phone, email, mail or social media