Job Description
Join our award-winning customer experience team in the heart of Manhattan! At Apex Solutions NYC, we're revolutionizing client support with cutting-edge technology and a people-first culture. As a Customer Service Representative, you'll be the voice of our brand, resolving complex inquiries with empathy and expertise while enjoying competitive benefits and career growth opportunities.
Our downtown Manhattan office offers stunning skyline views, flexible hybrid work options, and a collaborative environment where your contributions are celebrated. We invest in your development through continuous training programs and mentorship from industry leaders.
Responsibilities
- Handle 50+ daily customer interactions across phone, email, and chat channels with 95%+ satisfaction rate
- Resolve billing, technical, and product inquiries using CRM systems and knowledge bases
- Collaborate with technical teams to troubleshoot complex issues and implement solutions
- Document cases accurately in Salesforce while maintaining strict data compliance standards
- Identify upsell opportunities through needs-based product recommendations
- Maintain 99% SLA adherence while meeting quality assurance metrics
- Contribute to process improvement initiatives through weekly team huddles
Qualifications
- 2+ years of customer service experience in high-volume B2B/B2C environments
- Proficiency with CRM platforms (Salesforce preferred) and ticketing systems
- Exceptional written and verbal communication skills with neutral accent
- Ability to resolve escalated complaints with emotional intelligence
- Strong problem-solving skills with data-driven decision-making abilities
- Proficient in Microsoft Office suite and multilingual a plus
- Flexibility to work rotating weekends and holidays during peak seasons
- High school diploma or equivalent; bachelor's degree preferred