BOS Analyst

Job Summary

The BOS Analyst will provide professional business and customer service support, individually and as part of a project team, to assist Auxis managed services and customer service clients in ensuring high levels of customer satisfaction and productivity.

BOS Analyst will provide daily support to inbound customer contacts (and potentially Evolus sales and fields), questions and requests related to orders, product support, order replacements, subscriptions, and related inquiries.

• In-bound customer communication (General Support across all activities Chat/Text Support as needed).
• Primary on Customer Master Data, FAV – address verification; perform searches for accounts, facilities, and patient profiles; update sensitive information like phone numbers while adhering to HIPAA guidelines.
• Primary on Order Replacement, Rolled Shipments.
• Primary on Demo Product, Subscription Orders.
• All team members support Collections activities.
• Handle customer inquiries through Guest Focus, including categorizing tickets (e.g., account creation, rewards, check-in issues). Work across multiple platforms:
  Zendesk for ticketing, Monarch for account and facility management, Salesforce and Net Suite for order and billing details. Use internal resources like Content Hub for product information.
• Customize responses for clarity and compliance.
• Update ticket statuses (pending, open, solved) and maintain accurate internal notes. Use tone‑adjustment tools (e.g., “enhance writing” feature) to ensure friendly and clear communication.
• Explain and troubleshoot reward programs, check‑in processes, and promotional eligibility; validate reward credits and expiration dates; assist practices in redeeming benefits.
• Coordinate with sales representatives for account‑specific issues or training requests.
• Escalate complex cases (e.g., pricing discrepancies, expired rewards) to appropriate teams.
• Use internal resources like Content Hub for product information.
• Ensure compliance with legal guidelines when sharing product details.
• Confer with customers by telephone to provide information about products and services, to take or 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.

• 80% of calls answered within 30 seconds.
• Average of 10 calls answered per hour.
• Average handle time, less than 7 minutes.
• Quality 90%.

• Active Listening: giving full attention to what other people are saying, taking time to…