Job Description
Join our award-winning team at Apex Solutions Group as a Night Shift Customer Service Specialist! We're seeking dedicated professionals to deliver exceptional customer experiences while our clients sleep. Enjoy premium pay rates, a collaborative work environment, and career growth opportunities in Columbus's thriving business district.
Why Work With Us?
- Competitive hourly rates with $3.00 night shift differential
- Comprehensive benefits package (Day 1 health coverage, 401k match)
- Tuition reimbursement and professional development programs
- Modern downtown office with free parking and transit access
- Recognition programs for top performers
Responsibilities
- Handle high-volume inbound/outbound calls for Fortune 500 clients
- Resolve complex customer inquiries using CRM systems (Salesforce, Zendesk)
- Meet/exceed KPIs: 95% CSAT, <60s handle time, <10% abandonment rate
- Document interactions with precision in compliance with PCI standards
- Collaborate with day shift teams for seamless service continuity
- Participate in quarterly process improvement initiatives
- Maintain 99.5% schedule adherence with zero tardiness
Qualifications
- 2+ years BPO/call center experience required
- Proven ability to navigate complex systems (CRM, ticketing)
- Typing speed: 45+ WPM with 98% accuracy
- Shift flexibility: 11 PM - 7 AM schedule with weekend rotation
- Proficiency in conflict de-escalation techniques
- Strong analytical skills for data-driven problem solving
- Associates degree in business or related field preferred
- Spanish bilingual candidates highly encouraged to apply