Customer Service Analyst

The Customer Service Agent will provide professional business and customer service support, both
individually and as part of a project team, with a focus on assisting Auxis managed services and
customer service clients to ensure high levels of customer satisfaction and productivity.

General Requirements:

• English – Spanish Language (Oral and writing 90 % or higher), (C1 or above).
• The resource will work on a flexible schedule. Within our Hours of Operations which are Monday

to Sunday from 6:00 am to 10:00 pm.

• The resource will adjust its local schedule with the resources supporting this position during

Daylight Savings time changes in the Eastern Time Zone.

• Must be available to work on weekends.
• Must have a high school diploma or in progress to complete high school.
• A genuine interest in working with and helping customers.
• Must possess excellent communication skills and involvement.
• Demonstrated experience in providing high levels of customer satisfaction and performance in

a high transaction volume/high demand environment preferred.

• Good presentation and a polite, tactful and friendly character.

Confer with customers by telephone to provide information about products and services, to take
/modify orders or account information, or to obtain details of complaints.

• Keep records of customer interactions and transactions, recording details of inquiries,

complaints, and comments, and actions taken.

• Resolve customers' service or billing complaints by performing activities such as exchanging

merchandise, refunding money and adjusting bills.

• Check to ensure that appropriate changes were made to resolve customers' problems.
• Contact customers to respond to inquiries or to notify them of claim investigation results and

any planned adjustments.

• Refer unresolved customer grievances to designated departments for further investigation.
• Determine charges for services requested, collect payments, and/or arrange for billing.
• Complete trouble ticket forms, prepare change of address records, and issue service

discontinuance orders, using computers.

• Obtain and examine all relevant information to assess the validity of complaints and to

determine possible causes, such as extreme weather conditions that could increase shipping
delays.

• Solicit sale of new or additional services or products, upsell.
• Review insurance terms with the callers to determine steps to follow for a particular claim to be

covered by insurance.

• Compare disputed merchandise with original requisitions and information from invoices and

prepare invoices for returned goods.

• Recommend upgrades in products, packaging, shipping, service, or billing methods and

procedures to prevent future problems or to ensure customer satisfaction.

• Additional responsibilities include:

o Comply and adhere to Auxis operational processes and security policies.
o Use of client management tools for ticketing, ordering and tracking usage.
o Attending all customer service and performance-related scheduled meetings as
required

Active Listening: Giving full attention to what other people are saying, taking time to
understand the points being made, asking questions as appropriate, and not interrupting at
inappropriate times.

• Service Orientation: Actively looking for ways to help people.
• Active Learning: Understanding the implications of latest information for both current and

future problem-solving and decision-making.

• Teamwork: Collaborating efforts to achieve a common goal or to complete a task in the most

effective and efficient way

• Adaptability: Ability to adapt to changed circumstances or environment. Show the ability to

learn from experience and improve the fitness of the learner as a competitor.