Job Description
Are you a people person looking for a rewarding career in Jacksonville, FL? Apex Support Solutions is currently seeking a dedicated Customer Service Representative to join our dynamic team. We pride ourselves on delivering exceptional support and fostering a positive work environment where you can grow professionally.
In this role, you will serve as the face of our company, ensuring our clients receive the assistance they need with efficiency and empathy. If you have a passion for problem-solving and a knack for making others feel valued, we want to hear from you.
What You Will Do:
- Manage a high volume of inbound and outbound customer inquiries via phone, email, and live chat.
- Resolve customer complaints and issues promptly to ensure high satisfaction scores.
- Process orders, returns, and exchanges accurately within our CRM system.
- Provide detailed product information and technical support to clients.
- Collaborate with internal teams to escalate complex issues and find solutions.
- Maintain accurate and up-to-date customer records and interaction logs.
- Adhere to all company policies, quality assurance standards, and compliance regulations.
Responsibilities
- Handle a diverse range of customer inquiries with patience and professionalism.
- Process transactions, including payments and account modifications, accurately.
- Identify opportunities to upsell products or services to existing clients.
- Document customer feedback and suggestions for continuous improvement.
- Train new hires on company products and service protocols (if applicable).
- Meet daily and weekly KPI targets for call handling and resolution rates.
Qualifications
- High school diploma or GED equivalent required; Associate’s degree preferred.
- Minimum of 1-2 years of experience in a customer service or call center environment.
- Excellent verbal and written communication skills in English.
- Proficiency in using CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
- Strong problem-solving abilities and a proactive attitude.
- Ability to multitask and remain calm under pressure during peak call volumes.
- Bilingual (English/Spanish) is a plus.