Job Description

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 supporting Auxis managed services and customer service clients to ensure high levels of satisfaction and productivity.

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

Responsibilities

• Speak with customers and stakeholders pleasantly and professionally over the phone.
• Communicate clearly and appropriately with department management, coworkers, and clients.
• Perform all components of call processing for inbound and outbound contacts.
• Document calls in the applicable system in a timely and accurate manner, according to current standards and policies.
• Ensure performance, quality, and operational metrics are met.
• Demonstrate the ability to be kind, compassionate, considerate, approachable, friendly, and open-minded.
• Support the contact center’s vision and strategy, promote services positively, and escalate issues to contact center management as appropriate.
• Suggest ideas for positive changes to department policies and procedures.
• Practice and adhere to the "Code of Conduct."
• Maintain confidentiality across all internal and external channels.
• Adapt easily to changes in the work environment or job assignments.
• Show willingness to learn new routines and work methods.
• Comply with documented attendance and punctuality policies.
• Serve as a subject matter expert on policies and procedures.
• Demonstrate flexibility in managing workflows and job assignments.
• Perform tasks 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 center.

• Proficiency in English and Spanish (oral and written, 85% or higher), (B2+ or above).

• Multiple schedules are available Monday to Friday, so the candidate must be flexible in selecting working hours to meet client needs.

• This position offers a hybrid work model after successfully completing a 90-day probation period. The manager will determine work-from-home days based on agent performance.

• High school diploma required.

• Proficient in case management systems and experienced in achieving KPI targets.

• Ability to work independently in a fast-paced environment and manage multiple competing priorities.

• Proficiency in MS Office tools, including the ability to work across multiple applications simultaneously.

• Strong critical thinking: using logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches, as well as breaking down high-level information into detailed components.

• Excellent interpersonal skills and a positive attitude when working effectively with team members and collaborating with other teams.

• Ability to handle highly personal and confidential information is essential.

• Strong written and verbal communication skills, tailored to audience needs.

• Excellent customer service and stakeholder management.

• Effective time self-management in support of business needs.

• Ability to adhere to all organizational policies and procedures.