Customer Service Analyst

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    "datePosted": "2026-05-22T04:00:00.000Z",
    "description": "<h2>Job Summary</h2>\n<p>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.</p>\n<h2>Responsibilities</h2>\n<p>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.</p>\n<p> </p>\n<p>#LI-FV1</p>\n<h2>Skills and Experience</h2>\n<p>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. • Service Orientation: Actively looking for ways to help people. • Active Learning: Understanding the implications of latest information for both current and future problem-solving and decision-making. • 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.</p>\n<p> </p>\n<p>General Requirements: • 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.</p>",
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