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.

• 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 a

• 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.