Job Description
Join our award-winning customer experience team at Apex Solutions Group, where we transform interactions into loyalty. We're seeking a passionate Customer Experience Specialist to deliver exceptional support across digital and touchpoints. In this pivotal role, you'll be the voice of our brand, resolving inquiries with empathy and precision while driving measurable satisfaction improvements. Our Austin headquarters offers a vibrant, collaborative environment with comprehensive training and clear growth paths into leadership roles.
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with <95% first-contact resolution rate
- Document interactions in Salesforce while maintaining data accuracy and compliance standards
- Collaborate with product teams to identify and escalate systemic issues
- Proactively upsell premium services during high-touch interactions
- Maintain CSAT scores above 90% through personalized solutions
- Train new agents on service protocols and CRM systems
Qualifications
- 3+ years B2B customer service experience in SaaS or tech industry
- Expertise in Salesforce and Zendesk with CRM certification preferred
- Proven track record exceeding KPIs (CSAT, FCR, AHT)
- Exceptional written and verbal communication skills
- Ability to de-escalate sensitive situations with emotional intelligence
- Spanish bilingual proficiency required
- Experience with quality assurance and feedback implementation