BOS Analyst

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    "raw": "Barranquilla, UNAVAILABLE, CO",
    "city": "UNAVAILABLE",
    "region": "CO",
    "country": "United States",
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    "url": "https://jobs-auxis.icims.com/jobs/4615/bos-analyst/job",
    "@type": "JobPosting",
    "title": "BOS Analyst",
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    "datePosted": "2026-05-22T04:00:00.000Z",
    "description": "<h2>Job Summary</h2>\n<p>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. </p>\n<p> 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, </p>\n<h2>Responsibilities</h2>\n<p><strong> </strong></p>\n<p> </p>\n<ul>\n <li>In-bound customer communication (<em>General Support across all activities Chat/Text Support as needed</em>)</li>\n <li>Primary on Customer MasterData, FAV – address verification. Perform searches for accounts, facilities, and patient profiles; update sensitive information like phone numbers while adhering to HIPAA guideline</li>\n <li>Primary on Order Replacement, Rolled Shipments</li>\n <li>Primary on Demo Product, Subscription Orders</li>\n <li>All team members support Collections activities</li>\n <li>Handle customer inquiries through Guest Focus, including categorizing tickets (e.g., account creation, rewards, check-in issues). o 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.</li>\n <li>Customize responses for clarity and compliance.</li>\n <li>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.</li>\n <li>Explain and troubleshoot reward programs, check-in processes, and promotional eligibility as well as Validate reward credits and expiration dates, and assist practices in redeeming benefits.</li>\n <li>Coordinate with sales representatives for account-specific issues or training requests.</li>\n <li>Escalate complex cases (e.g., pricing discrepancies, expired rewards) to appropriate teams.</li>\n <li>Use internal resources like Content Hub for product information.</li>\n <li>Ensure compliance with legal guidelines when sharing product details.</li>\n</ul>\n<p> </p>\n<ul>\n <li>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.</li>\n <li>Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, and actions taken.</li>\n <li>Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money and adjusting bills.</li>\n <li>Check to ensure that appropriate changes were made to resolve customers' problems.</li>\n <li>Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.</li>\n <li>Refer unresolved customer grievances to designated departments for further investigation.</li>\n <li>Determine charges for services requested, collect payments, and/or arrange for billing.</li>\n <li>Complete trouble ticket forms, prepare change of address records, and issue service discontinuance orders, using computers.</li>\n <li>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.</li>\n <li>Solicit sale of new or additional services or products, upsell.</li>\n <li>Review insurance terms with the callers to determine steps to follow for a particular claim to be covered by insurance.</li>\n <li>Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.</li>\n <li>Recommend upgrades in products, packaging, shipping, service, or billing methods and procedures to prevent future problems or to ensure customer satisfaction.</li>\n <li>Additional responsibilities include:\n  <ul>\n   <li>Comply and adhere to Auxis operational processes and security policies.</li>\n   <li>Use of client management tools for ticketing, ordering and tracking usage.</li>\n   <li>Attending all customer service and performance-related scheduled meetings as required.</li>\n  </ul></li>\n</ul>\n<p> </p>\n<p><strong>Performance Objectives:</strong></p>\n<li>80% of calls answered within 30 seconds.</li>\n<li>An average of 10 calls answered per hour.</li>\n<li>Average handle time, less than 7:00 minutes.</li>\n<li>Quality 90%</li>\n<p>#LI-KB1</p>\n<h2>Skills and Experience</h2>\n<p><strong>Skills needed</strong><strong>:</strong></p>\n<p><strong> </strong></p>\n<ul>\n <li><strong>Active Listening</strong>: 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.</li>\n <li><strong>Communication Skills</strong>: Strong written communication with adaptability for tone (formal, friendly). And have the ability to simplify complex processes for customers</li>\n <li><strong>Service Orientation</strong>: Actively looking for ways to help people, be able to Manage multiple tickets and prioritize based on urgency.</li>\n <li><strong>Attention to Detail:</strong> Accurate data entry and verification (e.g., phone numbers, account IDs). Compliance with HIPAA and legal requirements for sensitive information.</li>\n <li><strong>Problem-Solving: </strong>Diagnose issues like check-in errors, draft profiles, and promotional discrepancies. Also offer clear solutions or escalate appropriately.</li>\n <li><strong>Customer-Centric Mindset:</strong> Empathy and patience when handling inquiries. Show ability to maintain professionalism even in challenging interactions.</li>\n <li><strong>Active Learning</strong>: Understanding the implications of latest information for both current and future problem-solving and decision-making. Keep thorough internal notes for continuity.</li>\n <li><strong>Teamwork:</strong> Collaborating efforts to achieve a common goal or to complete a task in the most effective and efficient way</li>\n <li><strong>Adaptability: </strong>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.</li>\n</ul>\n<h1>General Requirements:</h1>\n<p><strong> </strong></p>\n<ul>\n <li>English – Spanish Language (Oral and writing 90 % or higher), (B2+ or above).</li>\n <li>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)</li>\n <li>The resource will adjust its local schedule with the resources supporting this position during Daylight Savings time changes in the Time Zone.</li>\n <li>Must have a high school diploma or in progress to complete high school. </li>\n <li>A genuine interest in working with and helping customers.</li>\n <li>Must possess excellent communication skills and involvement.</li>\n <li>Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred.</li>\n <li>Good presentation and a polite, tactful and friendly character.</li>\n <li>Technical Proficiency, ability to navigate account management tools and ERP systems.</li>\n</ul>\n<h2>About Auxis</h2>\n<p>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.</p>\n<p><strong>Benefits</strong></p>\n<ul>\n <li>Health benefits including medical, vision, and dental.</li>\n <li>Asociacion Solidarista</li>\n <li>Training and development programs</li>\n <li>Employee recognition program</li>\n <li>Paid time off and family-paid leave</li>\n <li>Paid day off for your birthday!</li>\n</ul>",
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    "validThrough": "2027-05-22T04:00:00.000Z",
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    "occupationalCategory": "Customer Service"
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