Customer Service Representative

Auxis; United States; Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Auxis is seeking a Customer Service Analyst to provide professional business and customer service support for Auxis managed services and clients. The role covers voice, email, cases, and chat across multiple channels.

You will work with customers and internal teams to ensure satisfaction, performance, and productivity, while maintaining high standards of service and confidentiality in a fast-paced environment.

Qualifications

• 1 year of contact center experience or more.
• Bilingual English/Spanish (oral and written, 85%+) is required.
• Flexible schedules; Monday–Friday options.
• Hybrid work model after 90-day probation.
• Proficient with case management systems.

Responsibilities

• Handle inbound/outbound calls professionally with customers.
• Document calls accurately in the system per policy.
• Meet performance, quality, and operational metrics.
• Support internal stakeholders and clients across channels (voice, email, chat).
• Maintain confidentiality and adhere to the Code of Conduct.
• Escalate issues to management as appropriate.
• Work independently and manage multiple priorities in a fast-paced environment.

Skills

Contact center experience

Bilingual English/Spanish

MS Office

Case management systems

KPI and metrics

Independent worker

Customer service excellence

Strong written and verbal comms

Education

High school diploma

Tools

MS Office

Job description

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 supporting Auxis managed services and customer service clients to ensure high levels of satisfaction and productivity. This role supports customers and internal stakeholders using various interaction channels, including voice, email, cases, and chat.

Responsibilities

• Speak with customers and stakeholders pleasantly and professionally over the phone.
• Communicate clearly and appropriately with department management, coworkers, and clients.
• Perform all components of call processing for inbound and outbound contacts.
• Document calls in the applicable system in a timely and accurate manner, according to current standards and policies.
• Ensure performance, quality, and operational metrics are met.
• Demonstrate the ability to be kind, compassionate, considerate, approachable, friendly, and open-minded.
• Support the contact center’s vision and strategy, promote services positively, and elevate issues to contact center management as appropriate.
• Suggest ideas for positive changes to department policies and procedures.
• Practice and adhere to the "Code of Conduct."
• Maintain confidentiality across all internal and external channels.
• Adapt easily to changes in the work environment or job assignments.
• Show willingness to learn new routines and work methods.
• Comply with documented attendance and punctuality policies.
• Serve as a subject matter expert on policies and procedures.
• Demonstrate flexibility in managing workflows and job assignments.
• Perform tasks independently and maintain a positive work environment.
• Handle escalated calls and requests of a difficult or sensitive nature as needed.

Skills and Experience

• At least 1 year of experience in a contact center.
• Proficiency in English and Spanish (oral and written, 85% or higher), (B2+ or above).
• Multiple schedules are available Monday to Friday, so the candidate must be flexible in selecting working hours to meet client needs.
• This position offers a hybrid work model after successfully completing a 90-day probation period. The manager will determine work-from-home days based on agent performance.
• High school diploma required.
• Proficient in case management systems and experienced in achieving KPI targets.
• Ability to work independently in a fast-paced environment and manage multiple competing priorities.
• Proficiency in MS Office tools, including the ability to work across multiple applications simultaneously.
• Strong critical thinking: using logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches, as well as breaking down high-level information into detailed components.
• Excellent interpersonal skills and a positive attitude when working effectively with team members and collaborating with other teams.
• Ability to handle highly personal and confidential information is essential.
• Strong written and verbal communication skills, tailored to audience needs.
• Excellent customer service and stakeholder management.
• Effective time self-management in support of business needs.
• Ability to adhere to all organizational policies and procedures.