- Answer all incoming calls made to the company s centralized number - Handle customer inquiries - Take appointments and register them online - Convert inquiries to appointments - Up-sell services being booked in an appointment - Provide customers with product and service information - Enter customer information into system along with source and purpose of calls - Route calls to appropriate resource - Coordinate with internal teams to communicate issues - Identify and escalate priority issues - Follow up customer calls where necessary - Document all call information according to standard operating procedures - Produce call reports