Summary: The BOS Analyst provides professional business and customer service support, individually and as part of a team, focusing on ensuring high levels of customer satisfaction and productivity for Auxis managed services and customer service clients. Highlights: 1. Focus on customer satisfaction and productivity 2. Engage in problem-solving and decision-making 3. Opportunity for professional growth and development Job Summary: The BOS 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: * Confer with customers by telephone to provide information about products and services, to take/modify orders or account information, or to obtain details of complaints. * Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, and actions taken. * Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money and adjusting bills. * Check to ensure that appropriate changes were made to resolve customers' problems. * Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments. * Refer unresolved customer grievances to designated departments for further investigation. * Determine charges for services requested, collect payments, and/or arrange for billing. * Complete trouble ticket forms, prepare change of address records, and issue service discontinuance orders, using computers. * Obtain and examine all relevant information to assess the validity of complaints and to determine possible causes, such as extreme weather conditions that could increase shipping delays. * Solicit sale of new or additional services or products, upsell. * Review insurance terms with the callers to determine steps to follow for a particular claim to be covered by insurance. * Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods. * Recommend upgrades in products, packaging, shipping, service, or billing methods and procedures to prevent future problems or to ensure customer satisfaction. * Additional responsibilities include: o Comply and adhere to Auxis operational processes and security policies. o Use of client management tools for ticketing, ordering and tracking usage. o Attending all customer service and performance\-related scheduled meetings as required. **Skills needed:** * Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. * Service Orientation: Actively looking for ways to help people. * Active Learning: Understanding the implications of latest information for both current and future problem\-solving and decision\-making. * Teamwork: Collaborating efforts to achieve a common goal or to complete a task in the most effective and efficient way. * Adaptability: Ability to adapt to changed circumstances or environment. Show the ability to learn from experience and improve the fitness of the learner as a competitor. **Performance Objectives:** 1\. 80% of calls answered within 30 seconds. 2\. An average of 10 calls answered per hour. 3\. Average handle time, less than 5:30 minutes. 4\. Quality 90% Skills and Experience: * English – Spanish Language (Oral and writing C1 or above). * The resource will work on a flexible schedule. Within our Hours of Operations which are Monday to Sunday from 6:00 am to 10:00 pm. * The resource 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 weekends. * Must have a high school diploma or in progress to complete high school. * 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. About Auxis: Auxis prioritizes employee growth and development to help you advance your career. Auxis’ culture empowers you to be your best in the interest of a common team goal. We are constantly striving to improve our culture and environment and have invested in tools to continue to have better visualization of the pulse of our organization. *Benefits** Health benefits including medical, vision, and dental. * Asociacion Solidarista * Training and development programs * Employee recognition program * Paid time off and family\-paid leave * Paid day off for your birthday!