Job Description
Join our award-winning customer experience team as a Remote Customer Service Representative based in Oakland, CA! At Apex Solutions Group, we empower our employees with cutting-edge tools and comprehensive benefits while serving industry-leading clients. This fully remote role offers competitive compensation, career growth opportunities, and a supportive virtual work environment. If you're passionate about delivering exceptional service and want to make an impact without commuting, apply today!
Responsibilities
- Handle 50+ daily customer inquiries via phone, email, and chat with exceptional professionalism
- Resolve complex issues using CRM tools and escalate appropriately when needed
- Document all interactions accurately in Salesforce with precise detail
- Collaborate with technical teams to troubleshoot product/service challenges
- Meet/exceed KPIs including CSAT scores, resolution time, and first-contact resolution
- Participate in weekly training sessions to enhance product knowledge
- Identify process improvement opportunities and share actionable feedback
Qualifications
- 2+ years of customer service experience in remote or hybrid settings
- Proficiency with CRM platforms (Salesforce preferred) and ticketing systems
- Exceptional written and verbal communication skills
- Type 45+ WPM with 98% accuracy in live chat environments
- Strong problem-solving abilities with empathetic conflict resolution
- High-speed internet connection (minimum 50 Mbps) and quiet home office
- Ability to work independently while thriving in a collaborative virtual team
- Flexible availability including evenings/weekends as needed