Customer Service Analyst

Job Summary

The BOS Analys t 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 .

Responsibilities

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 exchangi ng 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 .

Skills And Experience

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 c ommunication skills and i nvolvement. 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 .