Job Summary: The Customer Service Agent 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 a Skills and Experience: - 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.