Job Description
Are you a natural problem solver who thrives on making a difference? Apex Tech Solutions is looking for a dynamic Customer Service Representative to join our expanding team in Raleigh, NC. We are a forward-thinking company dedicated to providing exceptional support to our clients and fostering a culture of inclusivity and growth.
In this pivotal role, you will serve as the primary point of contact for our valued customers, ensuring their needs are met with empathy, speed, and precision. We offer a competitive benefits package, including health insurance, a 401(k) match, and generous paid time off, making us one of the top employers in the Research Triangle area.
If you are ready to take your career to the next level in a modern, high-energy environment, we invite you to apply today.
Responsibilities
- Respond to inbound customer inquiries via phone, email, and live chat with a focus on first-contact resolution.
- Diagnose and troubleshoot technical issues and product-related questions to resolve customer concerns efficiently.
- Document all customer interactions, account details, and resolutions accurately in our CRM system.
- Collaborate with the technical and sales teams to escalate complex issues and provide feedback on customer trends.
- Maintain a comprehensive understanding of our product catalog and service policies to provide accurate information.
- Meet and exceed daily and monthly Key Performance Indicators (KPIs) regarding call handle time and satisfaction scores.
- Identify opportunities to upsell products and improve the overall customer experience.
Qualifications
- High school diploma or equivalent; Associate degree or Bachelor’s degree preferred.
- Minimum of 1-2 years of professional experience in customer service or technical support.
- Excellent verbal and written communication skills with a professional and friendly demeanor.
- Proficiency in Microsoft Office Suite and CRM software (e.g., Salesforce, Zendesk, or HubSpot).
- Strong problem-solving abilities and the capacity to remain calm under pressure.
- Ability to work a flexible schedule, including evenings and weekends as required.