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.

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English – Spanish Language (Oral and writing 90 % or higher), (C1 or above).
• The resource will work on a flexible schedule. Within our Hours of Operations 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 Savings time changes in the Eastern Time Zone.
• Must be available to work on weekends.
• 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.

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