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 all customer service and performance-related scheduled meetings as
required.

#LI-FV1

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.