Job Description
Join our dynamic team at Apex Solutions Group as we expand our operations in Charlotte! We're seeking a motivated Customer Service Specialist to deliver exceptional experiences to our growing client base. This immediate hire opportunity offers competitive pay, comprehensive benefits, and career growth in a fast-paced environment.
As a key member of our support team, you'll be the first point of contact for clients, ensuring seamless resolution of inquiries and building lasting relationships. If you're a people-focused professional with a passion for problem-solving, we want to hear from you today!
Responsibilities
- Handle high-volume inbound/outbound customer calls, emails, and chats with professionalism and empathy
- Resolve product/service inquiries, billing concerns, and technical support issues
- Document interactions accurately in CRM systems and maintain detailed case notes
- Collaborate with technical teams to escalate complex issues and ensure timely resolution
- Meet/exceed performance metrics including response times, resolution rates, and customer satisfaction scores
- Identify upsell opportunities and cross-reference client needs with service offerings
- Participate in continuous improvement initiatives to enhance service quality
Qualifications
- Minimum 2 years of customer service experience in high-volume environment
- Proficiency with CRM software (Salesforce preferred) and Microsoft Office Suite
- Exceptional communication skills with clear articulation and active listening
- Strong problem-solving abilities and conflict resolution techniques
- Ability to multitask effectively while maintaining attention to detail
- High school diploma or equivalent; associate's degree preferred
- Flexible availability including evenings and weekends as needed
- Previous experience in SaaS or tech support highly desirable