Job Description
Join our award-winning customer experience team at Apex Solutions Group, where we transform interactions into lasting relationships. As a Senior Customer Experience Specialist, you'll be the voice of our brand, delivering exceptional support to our growing client base across North America. We offer a collaborative environment with cutting-edge tools, comprehensive benefits, and clear career progression paths. If you're passionate about problem-solving and thrive in dynamic settings, this role is your opportunity to make a tangible impact.
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with 95%+ satisfaction rates
- Document interactions in CRM systems and identify process improvement opportunities
- Collaborate with cross-functional teams to resolve escalated issues
- Mentor junior specialists through peer coaching and knowledge sharing
- Analyze customer feedback trends to inform service enhancements
- Meet/exceed monthly performance metrics (CSAT, FCR, AHT)
- Contribute to service innovation projects using customer insights
Qualifications
- 3+ years of B2B customer service experience in SaaS or tech
- Advanced proficiency in Zendesk/Salesforce CRM platforms
- Proven conflict resolution skills with difficult customer scenarios
- Strong analytical abilities with data-driven decision making
- Excellent written and verbal communication skills
- Experience training or mentoring customer service teams
- Professional fluency in English (Spanish bilingualism preferred)
- Ability to work flexible hours including weekends