Customer Service Analyst

at  Auxis

Job Summary:
The Customer Service 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.

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, as well as 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.
• Comply and adhere to Auxis operational processes and security policies.
• Use of client management tools for ticketing, ordering, and tracking usage.
• Must attend all customer service and performance-related scheduled meetings as required.

Skills and Experience:

• English –Spanish Language (Oral and writing 90 % or higher) (C1 or above)
• The customer service analyst will work on a flexible schedule.
• 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.
• Excellent verbal and written communication skills. 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

• 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, as well as 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.
• Comply and adhere to Auxis operational processes and security policies.
• Use of client management tools for ticketing, ordering, and tracking usage.
• Must attend all customer service and performance-related scheduled meetings as required