The BOS Analyst 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. 

BOS Analyst will provide daily support to in-bound customer contacts (and potentially Evolus sales and fields), questions and requests related to orders, product support, order replacements, subscriptions,

• In-bound customer communication (General Support across all activities including Chat, Text, and Inbound Phone Call Support as needed).

• Primary on Customer Master Data, FAV – address verification. Perform searches for accounts, facilities, and patient profiles; update sensitive information such as phone numbers while adhering to HIPAA guidelines.

• Primary on Order Replacement and Rolled Shipments.

• Primary on Demo Product and Subscription Orders.

• Handle customer inquiries through Zendesk, including categorizing tickets (e.g., account creation, rewards, check-in issues).

  • Work across multiple platforms: Zendesk for ticketing, Monarch for account and facility management, Salesforce and NetSuite for order and billing details.
  • Use internal resources like Content Hub for product information.

• Customize responses for clarity and compliance.

• Update ticket statuses (pending, open, solved) and maintain accurate internal notes. Use tone-adjustment tools (e.g., “enhance writing” feature) to ensure friendly and clear communication.

• Explain and troubleshoot reward programs, check‑in processes, and promotional eligibility. Validate reward credits and expiration dates, and assist practices in redeeming benefits.

• Coordinate with sales representatives for account-specific issues or training requests.

• Escalate complex cases (e.g., pricing discrepancies, expired rewards) to appropriate teams.

• Use internal resources like Content Hub for product information and ensure compliance with legal guidelines when sharing product details. 

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

Performance Objectives:

1. 80% of calls answered within 30 seconds.
2. An average of 10 calls answered per hour.
3. Average handle time, less than 5:30 minutes.
4. Quality 90%

Skills needed:

• 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.
• Communication Skills: Strong written communication with adaptability for tone (formal, friendly). And have the ability to simplify complex processes for customers
• Service Orientation: Actively looking for ways to help people, be able to Manage multiple tickets and prioritize based on urgency.
• Attention to Detail: Accurate data entry and verification (e.g., phone numbers, account IDs). Compliance with HIPAA and legal requirements for sensitive information.
• Problem-Solving: Diagnose issues like check-in errors, draft profiles, and promotional discrepancies. Also offer clear solutions or escalate appropriately.
• Customer-Centric Mindset: Empathy and patience when handling inquiries. Show ability to maintain professionalism even in challenging interactions.
• Active Learning: Understanding the implications of latest information for both current and future problem-solving and decision-making. Keep thorough internal notes for continuity.
• 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.

General Requirements:

• English – Spanish Language (Oral and writing 90 % or higher), (B2+ or above).
• The resource will work on our Hours of Operations which are Monday to Friday from 5:30 am to 5:00 pm PT. (7:30 am to 7:00pm Costa Rica Time)
• The resource will adjust its local schedule with the resources supporting this position during Daylight Savings time changes in the Time Zone.
• 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.
• Technical Proficiency, ability to navigate account management tools and ERP systems.

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Auxis prioritizes employee growth and development to help you advance your career. Auxis’ culture empowers you to be your best in the interest of a common team goal. We are constantly striving to improve our culture and environment and have invested in tools to continue to have better visualization of the pulse of our organization.

Benefits

• Health benefits including medical, vision, and dental.
• Asociacion Solidarista
• Training and development programs
• Employee recognition program
• Paid time off and family-paid leave
• Paid day off for your birthday!