Job Summary Auxis seeks a professional Customer Service Agent to provide exceptional business and customer support, both individually and as part of a project team, with a focus on assisting managed services and customer service clients to ensure high levels of customer satisfaction and productivity. Key Responsibilities: 1. Confer with customers by telephone to provide information about products and services, modify orders or account information, or to obtain details of complaints. 2. Keep records of customer interactions and transactions, recording details of inquiries, complaints, comments, and actions taken. 3. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills. 4. Check to ensure that appropriate changes were made to resolve customers' problems. 5. Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments. 6. Refer unresolved customer grievances to designated departments for further investigation. 7. Determine charges for services requested, collect payments, and/or arrange for billing. 8. Complete trouble ticket forms, prepare change of address records, and issue service discontinuance orders, using computers. 9. Obtain and examine all relevant information to assess the validity of complaints and to determine possible causes. 10. Solicit sale of new or additional services or products, upsell. 11. Review insurance terms with callers to determine steps for claims coverage. 12. Compare disputed merchandise with original requisitions and invoices, and prepare invoices for returned goods. 13. Recommend upgrades in products, packaging, shipping, service, or billing methods and procedures to prevent future problems or ensure customer satisfaction. 14. Additional responsibilities include: 15. Comply with Auxis operational processes and security policies. 16. Use client management tools for ticketing, ordering, and tracking usage. 17. Attend relevant training and team meetings. Skills and Experience: - Active Listening: Giving full attention to what others are saying, understanding points being made, asking questions appropriately, and not interrupting at inappropriate times. - Service Orientation: Actively looking for ways to help people. - Active Learning: Understanding the implications of latest information for current and future problem-solving and decision-making. - Teamwork: Collaborating efforts to achieve common goals or complete tasks effectively and efficiently. - Adaptability: Ability to adapt to changed circumstances or environments, learn from experience, and improve performance. Seniority level: Not Applicable Employment type: Full-time Job function: Other Industries: Outsourcing/Offshoring