Job Description
Join our award-winning customer experience team at Apex Solutions Group, where we transform customer interactions into lasting loyalty. As a Senior Customer Experience Specialist, you'll be the voice of our brand, delivering exceptional support to our diverse client base across North America. We offer a dynamic, growth-oriented environment with competitive compensation and comprehensive benefits.
Our Austin headquarters features modern collaborative spaces, wellness programs, and professional development opportunities. You'll work with cutting-edge CRM platforms while contributing to initiatives that directly impact our NPS scores and customer retention strategies.
Responsibilities
- Handle complex customer inquiries via phone, email, and chat with 95%+ resolution rate
- Proactively identify and resolve systemic issues to improve customer journey
- Mentor junior specialists through knowledge-sharing sessions and shadowing
- Collaborate with product teams to provide customer feedback for feature enhancements
- Maintain detailed documentation in Salesforce with 99% accuracy
- Contribute to process optimization initiatives reducing average handle time
Qualifications
- 5+ years of B2B customer service experience in SaaS or tech industry
- Advanced proficiency with Salesforce and Zendesk platforms
- Proven track record of exceeding customer satisfaction metrics
- Exceptional conflict resolution skills with difficult client scenarios
- Experience developing training materials and conducting workshops
- Strong analytical skills with data-driven decision-making ability