Customer Service Representative

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. This role supports customers and internal stakeholders, using various interaction channels, including voice, email, cases and chat.

Responsibilities:

• Speaks with customers, and stakeholders in a pleasant and professional phone voice.
• Communicate appropriately and clearly with department leadership, co-workers, and customers.
• Perform all components of call processing for inbound and outbound contacts.
• Document calls in the applicable system in a timely and accurate manner as prescribed by current standards and policies.
• Ensure performance and quality standards and operational metrics are met.
• Demonstrate the ability to be kind, compassionate, considerate, approachable, friendly, and open-minded.
• Support the vision and strategy of the contact center, positively promote the services offered, and elevate issues to contact center Leadership as appropriate.
• Suggest ideas for positive changes to department policies and procedures.
• Practice and adhere to the “Code of Conduct.”
• Maintain confidentiality on all internal and external channels.
• Easily adapt to changes in the work environment or job assignment.
• Exhibit willingness to master new work routines and methods.
• Comply with documented attendance/punctuality policies.
• Serve as a subject matter expert on policies and procedures.
• Demonstrate flexibility in handling workflows and job assignments.
• Perform duties independently and maintain a positive work environment.
• Handle escalated calls and requests of a difficult or sensitive nature as needed.

Skills and Experience:

• At least 1 year of experience in a contact cente
• English – Spanish Language (Oral and writing 85 % or higher), (B2+ or above).
• We have multiple schedules from Monday to Friday, so the candidate must be flexible in choosing their work hours based on the client’s needs
• This position offers a hybrid work model after successfully completing the 90-day trial period. Work-from-home days will be determined by the manager and based on the agent’s performance.
• High School Diploma required
• Proficient with case management systems and experience with achieving KPI targets.
• Ability to work independently in a fast-paced environment and to handle multiple, competing priorities.
• Proficient with MS Office tools, including the ability to work with multiple applications at the same time.
• High critical thinking: using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems, as well as the decomposition of high-level information into details.
• Excellent interpersonal relationships and a positive attitude when working effectively with team members and collaborating with other teams.
• The ability to deal with highly personal and confidential information is essential.
• Strong written and oral communication skills, as appropriate to the needs of the audience.
• Excellent customer service stakeholder management.
• Self-management of time in support of business needs.
• Ability to adhere to all organizational policies and procedures.

• Speaks with customers, and stakeholders in a pleasant and professional phone voice.
• Communicate appropriately and clearly with department leadership, co-workers, and customers.
• Perform all components of call processing for inbound and outbound contacts.
• Document calls in the applicable system in a timely and accurate manner as prescribed by current standards and policies.
• Ensure performance and quality standards and operational metrics are met.
• Demonstrate the ability to be kind, compassionate, considerate, approachable, friendly, and open-minded.
• Support the vision and strategy of the contact center, positively promote the services offered, and elevate issues to contact center Leadership as appropriate.
• Suggest ideas for positive changes to department policies and procedures.
• Practice and adhere to the “Code of Conduct.”
• Maintain confidentiality on all internal and external channels.
• Easily adapt to changes in the work environment or job assignment.
• Exhibit willingness to master new work routines and methods.
• Comply with documented attendance/punctuality policies.
• Serve as a subject matter expert on policies and procedures.
• Demonstrate flexibility in handling workflows and job assignments.
• Perform duties independently and maintain a positive work environment.
• Handle escalated calls and requests of a difficult or sensitive nature as needed