Job Description
Join our award-winning team as a Remote Customer Service Representative at Apex Solutions Group! We're seeking passionate professionals to deliver exceptional support experiences for our diverse client base based in the Washington DC metro area. Enjoy the flexibility of working from anywhere in North Carolina while making a real impact. Our comprehensive training program and competitive benefits package include health insurance, 401(k) matching, and professional development stipends.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with empathy and efficiency
- Resolve complex issues using CRM systems (Salesforce) and knowledge base resources
- Document interactions and maintain accurate customer records in compliance with DC-area regulations
- Collaborate with cross-functional teams to improve service quality and workflows
- Meet/exceed performance metrics including CSAT scores and resolution times
- Participate in weekly training sessions on product updates and communication techniques
- Identify upsell opportunities and contribute to revenue growth initiatives
Qualifications
- Minimum 2 years of customer service experience in remote or hybrid environments
- Proficiency with CRM platforms (Salesforce preferred) and MS Office Suite
- Exceptional verbal/written communication skills with professional phone etiquette
- Ability to work independently with minimal supervision while meeting deadlines
- Strong problem-solving skills and emotional intelligence for high-pressure situations
- High-speed internet connection and quiet home office setup
- Flexibility to work rotating shifts including evenings/weekends as needed
- Valid US work authorization and North Carolina residency requirement