Job Summary The Care Center Analyst will provideprofessional business and customer service support, bothindividually and as part of a project team, with a focus onassisting Auxis managed services and customer service clients toensure high levels of customer satisfaction and productivity. Thisrole will provide direct support for all inbound calls, emails,chats, text messages, etc., answering product and service-relatedquestions and providing the necessary support to resolve theirsituation. Responsibilities - Deliver first contact resolution. -Professionally handle high volume inbound calls in a timely manner. - Follow specific communication guidelines and escalation protocolwhile handling calls by topic. - Identify customer and worksiteemployee needs, clarify information as needed, research everyissue, and provide solutions and/or alternatives for resolution. -Seize opportunities to gently educate clients and worksiteemployees on Client’s offerings and online employee portalfunctionality. - Build positive and professional relationships, andfurther impress customers by going the extra mile. - Must be ableto communicate conversations through note taking and shorthand. -Maintain required documentation for client and worksite employeecalls within applicable systems. - Provide executive leadershipadministrative support as needed. - Meet all agent KPI’s includingcall efficiency, quality, quantity and NPS customer satisfactionscores. - Treat people with respect under all circumstances,instill trust in others, and uphold the values of the organization. - Listen carefully to our customers to ensure appropriateresponses. - Comply and adhere to Auxis operational processes andsecurity policies. - Attend all customer service andperformance-related scheduled meetings as required. - Perform otherrelated and administrative duties as assigned. - Maintain thehighest level of confidentiality with the ability to handlesensitive material concerning the organization and its clients. Skills and Experience - English – Spanish Language (Oral andwriting 90% or higher) (C1 or above) - 2-3 years of prior CustomerService - Call Center oriented role required. - Must work wellindependently as well as a functional team member. - Must have ahigh school diploma. - Demonstrated experience in providing highlevels of customer satisfaction and performance in a hightransaction volume/high demand environment preferred. - Excellentcomputer skills and high proficiency in MS Office Suite isrequired. - Experience in one of the following fields preferred:Human Resources, Benefits, and/or Payroll. - Ability to adjustlocal schedule with resources supporting this position duringDaylight Savings time changes in the Central Time Zone. - Abilityto effectively handle multiple assignments is required. - Excellentverbal and written communication skills, along with demonstratedactive listening skills. A genuine interest in working with andhelping customers. - Must possess excellent communication skillsand involvement. - Good presentation and a polite, tactful, andfriendly character. - Ability to interact with customers and alllevels of internal personnel. - Attention to detail. - Project anenergetic attitude, warm welcome and positive image over the phoneand similar channels. - Adhere to attendance and punctualitystandards. Work additional hours on an as-needed basis. - Adapt tochange and meet the changing demands of the work environment. -Working knowledge of all customer service reports and systems. -Organizational, analytical, and problem-solving skills areessential. #J-18808-Ljbffr Analyst