Moderator scope and priority

I know this topic may be a little meta but since it has come up recently and other posts, I wanted to touch upon it separately. What exactly are the roles and responsibilities of the moderators here? The scope of the forum itself has been clearly defined as a place where Cox customers can discuss amongst themselves technical issues and topics. But how do moderators play a role in that. On most other forums for example DSLreports, The moderators only chime in to keep the conversation within the rules and scope of the forum. They are like referees. The point is they try not to take aside or show any bias. Obviously they often do but the point is their priority is the running of the forum not helping users solving problems or discussing topics. The moderators here seem to do both but only some moderators and I don't know if this is either by design or human nature. Some comment in a way that shows that they are here for troubleshooting purposes but then others will only respond in a very robotic way to email Cox. If Cox wants people to email them so badly, why don't they just put that email address on the contact or support page. Not to make it personal but is it a matter of Cox designing the system wrong or employees using the system wrong for their own benefit? Why do you only some moderators try to troubleshoot problems on the form itself. Shouldn't training be consistent across the department? I'm not trying to say how Cox should run its business. I'm just trying to understand the pattern. To some extent I understand. I am just talking to the wind since this forum will probably be shut down soon but since it came up I wanted to talk about it. Are there any moderators here that are capable, willing and allowed to talk on this subject. If so, please give any documentation you may have or know of.