BOS Analyst

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 inbound customer contacts (and potentially Evolus sales and fields), questions and requests related to orders, product support, order replacements, subscriptions,

• Customer Communication & Support

  • Handle inbound customer interactions across multiple channels, including chat, text, and phone support as needed.
  • Provide accurate information regarding products, services, orders, and account inquiries.
  • Customize responses to ensure clarity, professionalism, and compliance with company standards.
  • Maintain a customer-centric approach, ensuring a positive and efficient support experience.

  Order & Account Management

  • Manage Customer Master Data, including address verification (FAV) and updates to sensitive information (e.g., phone numbers) in compliance with HIPAA guidelines.
  • Perform account, facility, and patient profile searches and updates.
  • Process order replacements, rolled shipments, demo products, and subscription orders.
  • Support collections-related activities as required.

  Ticketing & Systems Management

  • Manage and resolve customer inquiries through Zendesk, including accurate ticket categorization (e.g., account creation, rewards, check-in issues).
  • Update ticket statuses (open, pending, solved) and maintain clear, detailed internal notes.
  • Work across multiple platforms:
    • Zendesk (ticketing)
    • Monarch (account and facility management)
    • Salesforce & NetSuite (orders and billing)
  • Leverage internal resources such as Content Hub for product and process information.

  Customer Issue Resolution

  • Investigate and resolve customer complaints related to service, billing, and orders.
  • Execute solutions such as order adjustments, refunds, replacements, or billing corrections.
  • Verify that issues have been fully resolved and documented.
  • Escalate complex cases (e.g., pricing discrepancies, expired rewards) to appropriate teams.
  • Coordinate with sales representatives for account-specific issues or training needs.

  Rewards & Program Support

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

  Compliance & Quality

  • Ensure all communications and data handling comply with legal and regulatory standards (including HIPAA).
  • Use internal tools (e.g., tone-enhancement features) to maintain clear, friendly, and compliant communication.
  • Follow company policies when sharing product or account-related information.

  Administrative & Operational Tasks

  • Maintain detailed records of customer interactions, inquiries, complaints, and resolutions.
  • Complete required documentation such as trouble tickets, account updates, and service changes.
  • Analyze customer issues to identify root causes and recommend improvements in products, services, or processes.
  • Support billing processes, including determining charges, collecting payments, and coordinating adjustments.

  Additional Responsibilities

  • Contact customers to follow up on inquiries, complaint resolutions, or claim outcomes.
  • Assist in identifying upsell opportunities for additional products or services when appropriate.
  • Review relevant documentation (e.g., insurance terms, invoices) to support issue resolution.

Qualifications & Requirements

• Bilingual proficiency (English–Spanish) with strong verbal and written communication skills (B2+ or higher, ~90% proficiency).
• Availability to work within business hours: Monday to Friday, 5:30 AM – 5:00 PM PT (7:30 AM – 7:00 PM Costa Rica Time).
• Flexibility to adjust local schedule in alignment with Daylight Saving Time (DST) changes.
• High school diploma required (or currently in progress).

Core Competencies

• Strong customer orientation with a genuine interest in helping and supporting customers.
• Excellent communication and interpersonal skills, with the ability to engage effectively with different stakeholders.
• Proven ability to deliver high levels of customer satisfaction in high-volume, fast-paced environments (preferred).
• Professional demeanor with a polite, tactful, and friendly approach.

Technical Skills

• Solid technical proficiency with the ability to navigate multiple systems simultaneously.
• Experience working with account management tools, ticketing platforms, and ERP systems (e.g., Zendesk, Salesforce, NetSuite) is preferred.

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!