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Overview Join to apply for the Customer Service Analyst role at Auxis . Job Summary The Customer Service Agent 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 Communicate with customers by phone to provide information about products and services, update orders or account information, and address complaints. Maintain accurate records of customer interactions and transactions, including inquiries, complaints, comments, and actions taken. Resolve service or billing issues by performing tasks such as processing exchanges, issuing refunds, and adjusting bills. Verify that appropriate actions were taken to resolve customer issues. Follow up with customers to respond to inquiries or notify them of claim investigation results and any planned adjustments. Escalate unresolved customer grievances to the appropriate departments for further investigation. Determine service charges, collect payments, and manage billing arrangements. Complete trouble tickets, process change-of-address requests, and handle service discontinuance orders using computer systems. Gather and review relevant information to assess complaint validity and identify potential causes, such as extreme weather causing shipping delays. Promote and upsell additional services or products to customers. Review insurance terms with callers to guide them through claims coverage procedures. Compare disputed merchandise with original orders and invoices, preparing invoices for returned goods as needed. Recommend improvements in products, packaging, shipping, service, or billing procedures to prevent future issues and enhance customer satisfaction. Additional responsibilities: Comply with Auxis operational processes and security policies. Utilize client management tools for ticketing, ordering, and tracking usage. Attend all scheduled customer service and performance-related meetings as required. Skills And Experience Active Listening: Fully focusing on what others are saying, taking time to understand their points, asking relevant questions, and avoiding interruptions at inappropriate times. Service Orientation: Proactively seeking ways to assist and support others. Active Learning: Applying new information effectively to solve current problems and inform future decisions. Teamwork: Collaborating with others to achieve common goals or complete tasks efficiently and effectively. Adaptability: Adjusting to changing circumstances, learning from experience, and continuously improving performance. English Proficiency: B2+ level, able to communicate effectively in both written and spoken English. Education: High school diploma or equivalent. Experience: 1 year or more of relevant work experience. Seniority level Entry level Employment type Full-time Job function Other Industries Outsourcing/Offshoring #J-18808-Ljbffr
