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