Maintains a positive and professional demeanor and portrays the company in a positive light. Demonstrates knowledge and use of departmental resources, policies and procedures and to demonstrate timely accurate and professional customer service. Answers messages in authorized email queues as directed by Workflow and Supervisor. Understands and correctly uses all available tools. Maintains acceptable email handle time, while remaining friendly and informative. Maintains productivity (currently measured in Contacts per Hour -CPH) at or above published standard for skill group. Maintain quality (currently measured in Expressed Dissatisfaction Rate - EDR) at or below published standard for skill group. Logs in on time; logs out not before the end of scheduled shift. Staffs entire phone shift and "aux codes" correctly for all breaks, meals, meetings and events. Actively seeks solutions and identifies trends to appropriate personnel including possible solutions or suggestions. Demonstrates appropriate sense of urgency for email response times. Graduate One or more years experience with customer service preferred. Basic computer skills & knowledge of the Internet required. Advanced computer skills using a variety of programs highly desired Comfortable to work in 24/7 shifts (includes night shifts) Knowledge and Skills Excellent Internet Navigation Skills and Basic Typing/Keyboarding skills. Proficiency in Microsoft Outlook and working knowledge of MS Office applications. Experience working under pressure in a high-volume processing environment and consistently meeting standards for productivity and quality. Significant email and online customer service experience preferred.