Facilitate communication, including telephone calls, conference calls, and virtual meetings.

Facilitating should include

  • following procedures in prioritizing and handling incoming and outgoing calls
  • transferring or forwarding phone calls according to organizational protocols and practices, utilizing the current communication system
  • using a pleasant telephone voice (i.e., smiling while talking, refraining from eating while talking)
  • communicating in a clear, concise, correct, courteous, and professional manner
  • gathering and recording information, including personal and consumer information
  • maintaining confidentiality
  • using active listening techniques
  • conducting virtual meetings using appropriate equipment and software
  • making follow-up calls
  • documenting call results/outcomes
  • exhibiting sound judgment in the presence or absence of supervision.