Job Description
Join our award-winning customer experience team in Boston's vibrant Seaport District! At Apex Solutions Group, we're revolutionizing client interactions through technology and human-centric approaches. As a Senior Customer Service Representative, you'll be the cornerstone of our commitment to excellence, resolving complex inquiries while driving loyalty across our premium client portfolio. Enjoy a modern workspace with wellness programs, professional development stipends, and opportunities for rapid career advancement in a rapidly scaling tech company.
Responsibilities
- Handle escalated customer inquiries via phone, email, and chat with 95%+ resolution rate
- Proactively identify cross-selling opportunities to enhance client value
- Maintain detailed CRM records with 100% accuracy in ticket documentation
- Collaborate with technical teams to resolve product integration issues
- Train junior representatives on service protocols and best practices
- Analyze customer feedback trends to drive service improvements
- Support VIP client accounts with personalized relationship management
Qualifications
- 3+ years of high-volume customer service experience in B2B environment
- Proficiency with Salesforce, Zendesk, and communication tools
- Exceptional problem-solving skills with data-driven approach
- Ability to maintain composure under pressure during escalations
- Bachelor's degree in Business, Communications, or related field
- Experience managing client retention metrics (CSAT, NPS)
- Spanish language proficiency preferred