Job Description
Join our award-winning customer support team at Apex Solutions Group! We're seeking passionate Customer Service Representatives to deliver exceptional experiences for our Fortune 500 clients. This full-time role offers competitive compensation, comprehensive benefits, and immediate start for qualified candidates in Fort Worth, TX. Enjoy a modern, collaborative environment with career growth opportunities and performance-based incentives. If you thrive in fast-paced settings and excel at resolving customer inquiries, this is your chance to make an impact!
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 95% satisfaction rate
- Resolve billing, technical, and product issues using CRM systems within SLA targets
- Document interactions and update customer profiles in Salesforce database
- Collaborate with cross-functional teams to escalate complex issues
- Maintain product knowledge through continuous training modules
- Meet/exceed KPIs including handle time, first contact resolution, and upsell metrics
- Contribute to process improvement initiatives
Qualifications
- High school diploma or equivalent; college degree preferred
- 2+ years customer service experience in high-volume contact center
- Proficiency with CRM platforms (Salesforce, Zendesk) and MS Office
- Exceptional communication skills with neutral accent
- Ability to type 45+ WPM with 98% accuracy
- Strong problem-solving and conflict resolution abilities
- Flexibility to work evenings/weekends during peak seasons
- Bilingual (English/Spanish) certification highly desirable