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 noting customer accounts. - Transfer calls to appropriate departments. - Assist other department personnel as needed due to fluctuating workloads. - Perform other related duties as assigned. - Comply 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 writing 90% or higher, C1 or above). - 1-2 years of prior Customer Service/Call Center experience. - Availability to work on-site full time and adjust schedules during Daylight Savings time changes in the Eastern Time Zone. - High school diploma required. - Excellent verbal and written communication skills with a genuine interest in helping customers. - Demonstrated experience in providing high levels of customer satisfaction in high-volume environments preferred. - Polite, tactful, and friendly demeanor. - Ability to interact effectively with customers and all levels of internal personnel. - Proficient knowledge of computer systems and software. - Attention to detail and organizational skills. - Energetic attitude with a warm and positive approach over the phone. - Adherence to attendance and punctuality standards, with flexibility to work additional hours as needed. - Ability to adapt to changing work demands. - Knowledge of customer service reports and systems. - Strong analytical, organizational, and problem-solving skills. - Ability to handle multiple assignments effectively. #J-18808-Ljbffr