Job Description
Join our award-winning team at Apex Communications Group, where we're revolutionizing customer experiences in the telecommunications industry. As a Senior Customer Support Specialist, you'll be the cornerstone of our client satisfaction mission, handling complex inquiries with empathy and expertise. We offer comprehensive training, career advancement paths, and a dynamic work environment that values your contributions.
Responsibilities
- Resolve escalated customer inquiries through phone, email, and chat channels
- Document all interactions in CRM systems with 100% accuracy
- Collaborate with technical teams to troubleshoot connectivity issues
- Maintain high customer satisfaction scores above 95%
- Identify upsell opportunities for premium service packages
- Mentor new team members on best practices
- Analyze call trends to improve service protocols
Qualifications
- 2+ years of call center or customer service experience
- Exceptional verbal and written communication skills
- Proficiency with CRM software (Salesforce preferred)
- Ability to multitask in fast-paced environments
- Strong problem-solving abilities
- High school diploma or equivalent; college degree preferred
- Flexible availability including evenings/weekends