Customer Service 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.   

• 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. 

• English – Spanish Language (Oral and written, 90% or higher) (C1 or above). 

• The resource will work on a flexible schedule. Within our Hours of operation, which are Monday to Sunday from 6:00 am to 10:00 pm. 

• The resource will adjust its local schedule with the resources supporting this position during Daylight Saving Time changes in the Eastern Time Zone. 

• Must be available to work on weekends. 

• Must have a high school diploma or be 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. 

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