Job Description

The HR Services Analyst will provide professional business and customer service support, both independently and as part of a project team, focused on assisting Auxis-managed services clients and customer service clients to ensure high levels of customer satisfaction and productivity. This role will provide direct support for all inbound calls, emails, chats, text messages, and other communication channels, responding to product and service-related inquiries and delivering the necessary support to resolve issues effectively.

Responsibilities

• Provide first-contact resolution whenever possible.
• Professionally handle high volumes of inbound calls on time.
• Follow established communication guidelines and escalation protocols when handling calls by topic.
• Identify customer and employee needs, clarify information as necessary, investigate issues, and provide solutions and/or alternatives for resolution.
• Utilize opportunities to educate customers and employees about the Client’s online portal and service offerings.
• Build positive and professional relationships while consistently exceeding customer expectations.
• Accurately document conversations through note-taking and shorthand techniques.
• Maintain required documentation for customer and employee interactions within applicable systems.
• Provide executive leadership and administrative support as needed.
• Meet all agent KPIs, including call efficiency, quality, productivity, and Net Promoter Score (NPS) customer satisfaction metrics.
• Treat all individuals with respect, inspire trust, and uphold organizational values.
• Listen carefully to customers to ensure appropriate and effective responses.
• Comply with and adhere to Auxis operational processes and security policies.
• Attend all scheduled customer service and performance-related meetings as required.
• Perform other related and administrative duties as assigned.
• Maintain the highest level of confidentiality and demonstrate the ability to handle sensitive information related to the organization and its clients.

Skills and Experience

• Bilingual English-Spanish proficiency (spoken and written) of 90% or higher (C1 level or above).
• 2–3 years of previous experience in customer service-oriented call center roles is required.
• Ability to work effectively both independently and as a functional member of a team.
• High school diploma required.
• Demonstrated experience providing high levels of customer satisfaction and performance in a high-volume, fast-paced environment is preferred.
• Strong computer skills and advanced proficiency in Microsoft Office Suite are required.
• Experience in one or more of the following areas is preferred: Human Resources, Benefits, and/or Payroll.
• The HR Services Analyst must adjust their local schedule in alignment with the resources supporting this position during Central Time Zone daylight saving time changes.
• Ability to effectively manage multiple assignments simultaneously.
• Excellent verbal and written communication skills, along with demonstrated active listening skills. A genuine interest in assisting and supporting customers.
• Strong communication and engagement skills.
• Professional appearance and a courteous, tactful, and friendly demeanor.
• Ability to interact effectively with customers and employees at all organizational levels.
• Strong attention to detail.
• Ability to project a positive, energetic attitude and provide a warm, welcoming customer experience through phone and related communication channels.
• Must meet attendance and punctuality standards and be willing to work additional hours as needed.
• Ability to adapt to change and meet evolving workplace demands.
• Working knowledge of customer service systems and reporting tools

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