Job Description
Join our dynamic team at Apex Global Solutions as an Immediate Hire Customer Service Specialist! We're urgently seeking passionate professionals to deliver exceptional client experiences in our fast-paced New York headquarters. This full-time role offers competitive compensation, comprehensive benefits, and rapid onboarding for qualified candidates who thrive in high-impact environments.
As a key member of our client experience team, you'll be instrumental in driving customer satisfaction and retention through expert problem-solving and relationship-building. Our commitment to employee growth ensures continuous development opportunities in a supportive, results-driven culture.
Responsibilities
- Handle high-volume inbound/outbound customer inquiries via phone, email, and chat
- Resolve complex billing, technical, and service issues with first-contact resolution
- Document interactions accurately in Salesforce CRM with 98% compliance
- Collaborate with cross-functional teams to escalate and resolve systemic issues
- Meet/exceed monthly KPIs for CSAT (95%+), AHT (3.5 min), and FCR (85%)
- Proactively identify upsell opportunities to enhance customer value
- Participate in weekly process improvement workshops
Qualifications
- Minimum 2 years B2B customer service experience in SaaS or tech industry
- Proficiency with Salesforce, Zendesk, or similar CRM platforms
- Exceptional written and verbal communication skills
- Ability to multitask in high-pressure situations with composure
- Associate degree or equivalent professional certification
- Available for flexible shifts including weekends (rotating schedule)
- Spanish fluency required (written and spoken)
- Valid NYC work authorization and clean background check