Respond to Exchange Call Center inquiries and complaints received by telephone, IVR, and web portal using applicable reference materials from the Knowledge Management System (KMS), Frequently Asked Questions, and other online resources to provide information as appropriate to resolve inquiries and complaints. Escalate inquiries or complaints as needed to a Tier 2 Call Center Representative and for transfer to Tier 3 staff, the Exchange, DSS Benefits Center, OHA, CID, and other consumer support resources as appropriate.