October 18, 2024

Auxis

Heredia

Customer Service Representative

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:

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.