Summary: The Customer Service Analyst provides professional business and customer service support to ensure high levels of customer satisfaction and productivity for Auxis managed services clients. Highlights: 1. Provide professional business and customer service support 2. Focus on high customer satisfaction and productivity 3. Resolve customer concerns with empathy and tact 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. Responsibilities: * Answer customer calls regarding client services (Passports and Visas) * Meet all agent KPI’s including call efficiency, quality, quantity and NPS customer satisfaction scores. * Treat people with respect under all circumstances, instill trust in others, and uphold the values of the organization. * Walk customers through the process and educate them on the requirements. * Educate customers on timeframes and checklist processes, outlining key components to ensure timely release of passport. * Resolve customer concerns through a One Call Resolution vision. * Listen carefully to our customers to ensure appropriate responses. * Tactfully handle upset customers with empathy. * Mirror service offerings to travel needs – offer upgrades/downgrades appropriately. * Communicate with customers inside and/or outside the company where considerable resourcefulness, tact and procedural knowledge are required. * Input all concerns or suggestions for company follow\-up, as well as survey responses. * Adhere to department guidelines when servicing our customers. * Complete the necessary follow\-up actions to notify the appropriate departments of problems that could impact customer satisfaction. * Notify management of problems or trends and provide feedback both via email and noting customer accounts. * Transfer calls to appropriate department. * Assist other department personnel as needed due to fluctuating workloads. * Perform other related duties as assigned. * Comply and adhere to Auxis operational processes and security policies. * Must attend all customer service and performance\-related scheduled meetings as required Skills and Experience: * English –Spanish Language (Oral and writing 90 % or higher) (C1 or above) * 1\-2 years of prior Customer Service/Call Center experience * Customer Service Analyst will adjust its local schedule with the resources supporting this position during Daylight Savings time changes in the Eastern Time Zone. * Must be available to work on\-site full time. * Must have a high school diploma. * Excellent verbal and written communication skills. A genuine interest in working with and helping customers. * Must possess excellent Communication skills and Involvement. * Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred. * Good presentation and a polite, tactful, and friendly character. * Ability to interact with customers and all levels of internal personnel. * Proficient knowledge of computer systems / software. * Attention to detail. * Project an energetic attitude, warm welcome and positive image over the phone. * Adhere to attendance and punctuality standards. Work additional hours on as needed basis. * Adapt to change and meet the changing demands of the work environment. * Working knowledge of all customer service reports and systems * Organizational, analytical, and problem\-solving skills are essential. * The ability to effectively handle multiple assignments is required.