Passport Advisor

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.

1. Answer customer calls regarding client services (Passports and Visas).
2. Meet all agent KPI's including call efficiency, quality, quantity, and NPS customer satisfaction scores.
3. Treat people with respect under all circumstances, instill trust in others, and uphold the values of the organization.
4. Walk customers through the process and educate them on the requirements.
5. Educate customers on timeframes and checklist processes, outlining key components to ensure timely release of passport.
6. Resolve customer concerns through a One Call Resolution vision.
7. Listen carefully to our customers to ensure appropriate responses.
8. Tactfully handle upset customers with empathy.
9. Mirror service offerings to travel needs – offer upgrades/downgrades appropriately.
10. Communicate with customers inside and/or outside the company where considerable resourcefulness, tact, and procedural knowledge are required.
11. Input all concerns or suggestions for company follow-up, as well as survey responses.
12. Adhere to department guidelines when servicing our customers.
13. Complete the necessary follow-up actions to notify the appropriate departments of problems that could impact customer satisfaction.
14. Notify management of problems or trends and provide feedback both via email and noting customer accounts.
15. Transfer calls to the appropriate department.
16. Assist other department personnel as needed due to fluctuating workloads.
17. Perform other related duties as assigned.
18. Comply and adhere to Auxis operational processes and security policies.
19. Must attend all customer service and performance-related scheduled meetings as required.

1. English – Spanish Language (Oral and writing 90% or higher) (C1 or above).
2. 1-2 years of prior Customer Service/Call Center experience.
3. Must be available to work on-site full time.
4. Must have a high school diploma.
5. Excellent verbal and written communication skills. A genuine interest in working with and helping customers.
6. Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred.
7. Good presentation and a polite, tactful, and friendly character.
8. Ability to interact with customers and all levels of internal personnel.
9. Proficient knowledge of computer systems/software.
10. Attention to detail.
11. Project an energetic attitude, warm welcome, and positive image over the phone.
12. Adhere to attendance and punctuality standards. Work additional hours on an as-needed basis.
13. Adapt to change and meet the changing demands of the work environment.
14. Working knowledge of all customer service reports and systems.
15. Organizational, analytical, and problem-solving skills are essential.
16. The ability to effectively handle multiple assignments is required.