I understand you feel you don't actually HAVE to do your job because you can simply send it on here to back office, for us to fix, but if you're going to not do your job, DON'T DO IT AT ALL! Don't half ass it, make it 10X harder to work! Just stop.
Also, if you're going to "warm" transfer a call, try to actually "warm transfer" it. NEWSFLASH:
Rep: The customer's on the line her name is @#%^$@#%@# here you go!