Job Description
Join our award-winning customer service team as a Night Shift Representative at Apex Solutions Group! We're seeking dedicated professionals to deliver exceptional support during evening hours while enjoying premium compensation and benefits. This role is perfect for night owls who thrive in fast-paced environments and want to make a real impact on customer satisfaction. With comprehensive training, career advancement opportunities, and a supportive culture, you'll have everything needed to succeed. Apply today and become part of Kansas City's most dynamic customer service team!
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 95%+ satisfaction metrics
- Resolve complex billing, technical, and account issues using CRM tools and escalation protocols
- Document all interactions accurately in Salesforce while maintaining HIPAA/GDPR compliance
- Collaborate with global teams to resolve cross-functional customer concerns
- Proactively identify upsell opportunities to enhance customer experience and revenue
- Maintain 98% adherence to schedule and service level agreements (SLAs)
- Participate in continuous improvement initiatives for service workflows
Qualifications
- 2+ years customer service experience in B2B or high-volume B2C environments
- Proficiency with Salesforce, Zendesk, or similar CRM platforms
- Exceptional conflict resolution skills with demonstrated de-escalation techniques
- Ability to work independently in remote teams during night hours (6 PM - 6 AM)
- Strong typing skills (40+ WPM) and multitasking abilities
- Associate degree or equivalent technical certification preferred
- Fluency in English; bilingual Spanish speakers highly valued