Job Description
Join our award-winning customer experience team at Apex Solutions Group! We're seeking passionate Customer Service Representatives to deliver exceptional support to our growing client base in Raleigh. This role offers career growth, competitive benefits, and the chance to make a real impact. Our modern downtown office features collaborative workspaces and wellness programs.
Responsibilities
- Handle high-volume customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Resolve technical and billing issues using Salesforce CRM and internal knowledge base
- Proactively identify upsell opportunities for premium services
- Document all interactions in CRM system with 100% accuracy
- Collaborate with technical teams to resolve complex escalations
- Maintain 20+ calls/day average with <120s average handle time
- Participate in quarterly service improvement workshops
Qualifications
- 2+ years B2B customer service experience in tech or SaaS
- Expertise in Salesforce, Zendesk, or similar CRM platforms
- Exceptional written and verbal communication skills
- Ability to multitask across digital channels while maintaining quality
- Strong problem-solving with data-driven approach
- Proficiency in Microsoft Office and basic troubleshooting
- Positive mindset with conflict resolution expertise