BOS Analyst

Job Summary

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.

• 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:
• Comply and adhere to Auxis operational processes and security policies.
• Use of client management tools for ticketing, ordering and tracking usage.
• Attending all customer service and performance-related scheduled meetings as required.

• 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.

• 80% of calls answered within 30 seconds.
• Average handle time, less than 7 minutes.
• Quality 90%

• 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.

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.

• 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!