Customer Service Analyst – Bilingual (English/Spanish)

About the role

The Customer Service Analyst will provide professional business and customer support for Auxis managed services and its clients. Working both independently and within project teams, the analyst ensures high levels of customer satisfaction while handling a high volume of transactions.

Key responsibilities

• Answer customer calls, provide product/service information, modify orders, and record interactions.
• Resolve service or billing complaints by processing refunds, exchanges, and bill adjustments.
• Document tickets, change‑of‑address records, and service discontinuance orders using computer systems.
• Investigate complaints, assess validity, and refer unresolved issues to appropriate departments.
• Collect payments, determine service charges, and prepare invoices for returned goods.
• Upsell additional services or products and recommend process improvements.
• Adhere to Auxis operational processes, security policies, and use client‑management tools for ticketing and tracking.
• Participate in scheduled customer‑service and performance meetings.

Required profile

• High school diploma (or in progress) and a genuine interest in helping customers.
• Fluent in English and Spanish (C1 level or higher, 90%+ proficiency).
• Available to work flexible hours, including weekends, Monday‑Sunday 6 am‑10 pm (adjusted for Eastern Time DST).
• Excellent communication skills and a polite, tactful demeanor.
• Prior experience in a high‑transaction, high‑demand customer‑service environment is preferred.

Required skills

• Proficiency with ticketing and client‑management tools.

What we offer

• Flexible scheduling within a supportive team environment.
• Opportunities for skill development and career growth.