HR Services Analyst

The HR Services Analyst will provide professional business and customer service support, both individually and as part of a project team, focusing on assisting Auxis’ managed services clients and customer service clients to ensure high levels of satisfaction and productivity. This role will offer direct support for all incoming calls, emails, chats, text messages, etc., responding to inquiries related to products and services and providing the necessary assistance to resolve issues.

• Provide first-contact resolution.

• Professionally handle high-volume inbound calls promptly.

• Follow specific communication guidelines and escalation protocols when handling topic-based calls.

• Identify client and employee needs at the worksite, clarify information as needed, research each issue, and provide solutions and/or alternatives for resolution.

• Leverage opportunities to gently educate clients and employees on the online portal and client offerings.

• Build positive and professional relationships, exceeding client expectations by going above and beyond.

• Communicate conversations effectively through note-taking and shorthand skills.

• Maintain required documentation for client and employee calls within the applicable systems.

• Provide administrative support to executive leadership as needed.

• Meet all agent KPIs, including call efficiency, quality, quantity, and customer satisfaction (NPS) scores.

• Treat others with respect at all times, inspire trust, and uphold the organization’s values.

• Listen carefully to clients to ensure appropriate responses.

• Comply with and adhere to Auxis' operational processes and security policies.

• Attend all scheduled meetings related to customer service and performance as required.

• Perform other related and administrative duties as assigned.

• Maintain the highest level of confidentiality, with the ability to handle sensitive material related to the organization and its clients.

• Bilingual proficiency in English and Spanish (oral and written 90% or above) – C1 level or higher required.

• 2–3 years of prior experience in customer service-oriented roles within call centers.

• Must work well independently and as an effective member of a team.

• High school diploma required.

• Demonstrated experience delivering high levels of customer satisfaction and performance in a high-volume/fast-paced environment is preferred.

• Excellent computer skills and high proficiency in MS Office Suite required.

• Experience in one of the following areas preferred: Human Resources, Benefits, and/or Payroll.

• The HR Services Analyst will adjust their local schedule in coordination with the supporting resources during Central Time Zone Daylight Saving changes.

• Ability to effectively manage multiple assignments.

• Excellent verbal and written communication skills, along with demonstrated active listening abilities.

• Genuine interest in working with and helping clients.

• Strong communication and engagement skills.

• Professional appearance with a polite, tactful, and friendly demeanor.

• Ability to interact with clients and all levels of internal staff.

• Strong attention to detail.

• Project a positive, energetic, and welcoming attitude through phone and other communication channels.

• Comply with attendance and punctuality standards; work overtime as needed.

• Adapt to change and meet the evolving demands of the work environment.

• Practical knowledge of customer service reporting and systems.