Job Description
Join our award-winning customer experience team at Apex Solutions Group! We're seeking a passionate Customer Service Excellence Specialist to become the voice of our brand. In this pivotal role, you'll transform customer interactions into loyalty-building moments while driving our industry-leading satisfaction metrics. Our Austin-based headquarters offers a vibrant, collaborative environment where your problem-solving skills directly impact our growth. Enjoy competitive benefits, professional development stipends, and a culture that celebrates innovation and empathy.
Responsibilities
- Deliver exceptional customer support across multiple channels (phone, email, chat) with 95%+ satisfaction rating
- Resolve complex technical and billing issues using Salesforce CRM and Zendesk
- Proactively identify upsell opportunities through needs-based consultative selling
- Collaborate with product teams to document recurring issues and suggest process improvements
- Maintain accurate customer records while adhering to strict data security protocols
- Participate in monthly training to master product knowledge and service techniques
- Contribute to team performance goals by meeting/exceeding KPIs (AHT, FCRR, CSAT)
Qualifications
- 3+ years of B2B customer service experience in SaaS or tech industry
- Expert proficiency in CRM platforms (Salesforce preferred) and helpdesk tools
- Exceptional written and verbal communication with polished professional demeanor
- Proven track record of resolving escalations with empathy and efficiency
- Strong analytical skills to diagnose issues and recommend solutions
- Ability to multitask in fast-paced environment with emotional resilience
- Associate degree or equivalent professional certification required
- Bilingual (English/Spanish) proficiency highly desirable