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**: - 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, as well as 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. - Comply and adhere to Auxis operational processes and security policies. - Use of client management tools for ticketing, ordering, and tracking usage. - Must attend all customer service and performance-related scheduled meetings as required. Skills and Experience: - English -Spanish Language (Oral and writing 90 % or higher) (C1 or above) - The customer service analyst will work on a flexible schedule. - 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. - Excellent verbal and written communication skills. 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