Job Description
Join our award-winning customer experience team at Apex Connect Solutions! We're seeking passionate individuals to deliver exceptional support while enjoying the flexibility of remote work. As a Senior Customer Support Specialist, you'll be the voice of our brand, resolving complex inquiries and building lasting relationships with clients. Our competitive compensation package includes comprehensive benefits, career development opportunities, and a supportive virtual work environment.
Responsibilities
- Handle high-volume inbound/outbound customer calls with empathy and professionalism
- Resolve complex billing, technical, and service inquiries using CRM tools
- Document interactions accurately in Salesforce and maintain detailed case notes
- Collaborate with technical teams to troubleshoot escalated issues
- Meet/exceed performance metrics including CSAT, FCR, and AHT targets
- Participate in continuous training on products and communication techniques
Qualifications
- 3+ years of call center or customer service experience
- Proficiency with CRM platforms (Salesforce preferred)
- Exceptional verbal/written communication skills
- Ability to work independently in a remote setting
- Strong problem-solving and conflict resolution abilities
- High-speed internet connection and quiet home office setup
- Flexibility to work evenings/weekends based on business needs