Customer Service Quality  Answer enquiries by clarifying desired information; researching, locating, and providing information, completing transactions and forwarding requests.  Resolve problems aligned to complaint resolution and customer in jeopardy procedures by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; and escalating unresolved problems.  Ensure delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve enquires.  First point of customer contact for general enquiries via live and non-live contact.  Use questioning and listening skills that support effective telephone communication.  Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds and interruptions.  Apply the elements of building positive rapport with different types of customers over the telephone.  ...