Call Center Support - Voice (BPO): Responds to in-bound, routine customer telephone inquiries regarding products, services, order status, and other general questions. Typically uses scripted dialogue and may escalate inquiry to product support, billing, sales or return/repair. Logs calls and updates customer account records. At higher job levels, may be asked to provide responses to submitted questions through out-bound calling. Scope of work is defined by the contractual nature of the business outsourcing agreement. Survey Tip: Employees reported to this position are typically first tier customer support, with a narrow scope of responsibility defined by the contracting company. Report to Call Center Support - Voice (Non-BPO) (8851-8854), if the position supports the company’s products/services (in-house agent) rather than supporting a third-party’s product/service (outsourced agent).