Resolve customer inquiries by clarifying the customer’s issue, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution. Provide solutions for ACT customers, students, parents, and educators, who contact ACT via phone and email. Determine when it is necessary to escalate customer concerns to next level for resolution. Use a Customer Relationship Management (CRM) tool to maintain records of customer interactions, transaction, comments, and complaints.