Get AI-powered advice on this job and more exclusive features. Direct message the job poster from Auxis 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 KPIs 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 passports. Resolve customer concerns through a One Call Resolution approach. 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 by noting customer accounts. Assist other department personnel as needed due to fluctuating workloads. Perform other related duties as assigned. Comply with and adhere to Auxis operational processes and security policies. Attend all customer service and performance-related scheduled meetings as required. Skills and Experience: Proficiency in English and Spanish (Oral and written, 85% or higher, B2+ or above) 1-2 years of prior Customer Service/Call Center experience Ability to adjust local schedule with resources supporting this position during Daylight Savings time changes in the Eastern Time Zone. High school diploma required. Excellent verbal and written communication skills. A genuine interest in working with and helping customers. Demonstrated experience in providing high levels of customer satisfaction in high-demand environments preferred. Good presentation, polite, tactful, and friendly character. Ability to interact with customers and all levels of internal personnel. Proficient knowledge of computer systems/software. Energetic attitude, warm welcome, and positive image over the phone. Adherence to attendance and punctuality standards. Willingness to work additional hours as needed. Ability to adapt to change and meet changing work demands. Knowledge of customer service reports and systems. Organizational, analytical, and problem-solving skills. Ability to handle multiple assignments effectively. Seniority level Associate Employment type Full-time Job function Customer Service and Analyst Industries Telephone Call Centers, Business Consulting and Services, Consumer Services Referrals increase your chances of interviewing at Auxis by 2x Set up job alerts for roles like “Customer Service Specialist” in various locations and levels. #J-18808-Ljbffr