Job Description
Are you seeking a stable, high-growth opportunity in the heart of Silicon Valley? Apex Contact Solutions is currently hiring a dedicated Night Shift Customer Service Representative to support our premium client base. We are looking for individuals who thrive in a fast-paced environment and are committed to delivering excellence 24/7.
As a key member of our support team, you will play a critical role in maintaining our reputation for outstanding service. We provide a modern work environment, comprehensive benefits, and a clear path for professional development.
Responsibilities
- Manage a high volume of inbound calls and emails with a focus on first-call resolution and customer satisfaction.
- Assist customers with account inquiries, product troubleshooting, and technical support issues.
- Document all customer interactions accurately and efficiently within the CRM database.
- Collaborate with team leads and other departments to resolve complex escalations.
- Maintain a thorough understanding of company policies, procedures, and product knowledge base.
- Meet or exceed daily performance metrics, including Average Handle Time (AHT) and Quality Scores.
- Provide feedback to management regarding common customer pain points and system improvements.
Qualifications
- High school diploma or GED required; Associate’s degree or equivalent experience preferred.
- Previous experience in a call center or customer support environment is highly desirable.
- Exceptional verbal communication skills and a professional, empathetic tone.
- Proficiency with computer systems and the ability to learn new software quickly.
- Must be available to work rotating night shifts, including weekends and holidays.
- Strong problem-solving skills with the ability to remain calm under pressure.