Job Description
About Apex Support Solutions
We are a premier customer engagement agency seeking driven professionals to join our New York City headquarters. We pride ourselves on delivering world-class support and building lasting relationships with our clients' customers. Join a team that values your growth, your voice, and your contribution to the client experience.
Why You’ll Love Working Here:
- Competitive salary range: $22.00 - $30.00/hour
- Comprehensive benefits package (Medical, Dental, Vision, 401k)
- Modern, collaborative office environment in Midtown Manhattan
- Paid training and professional development programs
- Generous PTO and holiday schedule
Job Summary
As a Senior Customer Service Representative, you will serve as the primary point of contact for our clients, managing complex inquiries and ensuring high customer satisfaction scores. You will utilize your problem-solving skills to resolve issues efficiently while maintaining a professional and empathetic demeanor.
Responsibilities
- Manage a high volume of inbound and outbound calls with professionalism and efficiency.
- Resolve customer issues and escalations to achieve 100% Customer Satisfaction (CSAT).
- Accurately document all interactions and account details within the CRM system.
- Identify and document customer feedback to assist in product and process improvement.
- Conduct proactive outreach to retain customers and promote service upgrades.
- Collaborate with cross-functional teams to ensure seamless service delivery.
- Adhere to all quality assurance standards and compliance regulations.
Qualifications
- High School Diploma or GED required; Associate’s degree or Bachelor’s degree preferred.
- Bilingual in English and Spanish (Mandarin/Cantonese preferred).
- Minimum of 1-3 years of experience in a customer service or call center role.
- Strong verbal and written communication skills.
- Proficiency in Microsoft Office Suite and CRM software (e.g., Salesforce, Zendesk).
- Ability to multitask and prioritize in a fast-paced, high-pressure environment.
- Strong conflict resolution and de-escalation skills.