Primarily via phone (also chat, email, and other channels), actively listen to customers, demonstrate empathy, and offer appropriate resolutions, product & service solutions, including solution-oriented sales, up-selling, cross-selling, and loyalty program enrollments. Duties & Responsibilities: Escalation Support & Resolution: Serve as the primary point of care for escalated customer issues across all product categories, taking full ownership to resolve inquiries, complaints, and concerns, delivering a supportive, high-quality experience beyond first-tier support.