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, and other inquiries, responding to questions related to products and services and providing the necessary assistance to resolve each situation.

• Provide first-contact resolution.
• Handle high-volume incoming calls in a professional and timely manner.
•  Follow specific communication guidelines and escalation protocols when handling topic-related calls.
•  Identify customer and employee needs in the workplace, clarify information as needed, research each issue, and provide solutions and/or alternatives for resolution.
•  Leverage opportunities to politely educate customers and employees on the online portal and the Client’s offerings.
•  Build positive and professional relationships and further impress customers by going above and beyond.
• Must be able to communicate in conversations through note-taking and shorthand.
• Maintain required documentation for customer and employee calls in the workplace within applicable systems.
• Provide executive administrative support as needed.
• Meet all agent KPIs, including call efficiency, quality, quantity, and customer satisfaction (NPS) scores. Treat people with respect in all circumstances, inspire trust in others, and uphold the organization’s values. Listen carefully to our customers to ensure appropriate responses.
•  Comply with and adhere to Auxis’s operational processes and security policies.
•  Attend all scheduled meetings related to customer service and performance as required.
• Perform other related and administrative tasks as assigned.
• Must be able to maintain the highest level of confidentiality, with the ability to handle sensitive material related to the organization and its clients.

• Fluency in English and Spanish (oral and written – 90% or higher) (C1 level or above).
• 2–3 years of prior experience in customer service–oriented roles within call centers is required.
•  Must work well independently as well as be a functional member of a team.
•  High school diploma required.
• Proven experience delivering high levels of customer satisfaction and performance in high-volume or high-demand environments is preferred.
•  Excellent computer skills and strong proficiency in the MS Office Suite are required.
•  Experience in one of the following areas is preferred: Human Resources, Benefits, and/or Payroll.
•  The HR Services Analyst will adjust their local schedule to align with resources supporting this position during Central Time Zone daylight saving changes.
•  Effective management of multiple assignments is required.
•  Excellent verbal and written communication skills, along with demonstrated active listening abilities. A genuine interest in working with and assisting customers.
•  Must possess strong communication and engagement skills.
• Good presentation and a polite, tactful, and friendly demeanor.
• Ability to interact with clients and all levels of internal staff.
•  Strong attention to detail.
•  Project an energetic attitude, provide a warm welcome, and maintain a positive image over the phone and similar channels.
• Meet attendance and punctuality standards. Work additional hours as needed.
•  Adapt to change and meet the evolving demands of the work environment.
•  Working knowledge of all customer service reports and systems.