Job Description
Join our award-winning customer experience team at Apex Solutions Group, where we transform customer interactions into lasting relationships. 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're seeking a passionate professional who thrives in dynamic environments and is committed to turning challenges into opportunities for growth. Our Austin-based headquarters offers a collaborative culture with cutting-edge tools and continuous development opportunities.
Responsibilities
- Handle complex customer inquiries via phone, email, and chat with 95%+ resolution rate
- Develop and maintain deep product knowledge to provide expert-level solutions
- Collaborate with technical teams to resolve escalated issues within SLAs
- Identify process improvement opportunities through customer feedback analysis
- Mentor junior team members on best practices and empathy-driven communication
- Contribute to knowledge base documentation and training materials
- Proactively identify upsell/cross-sell opportunities aligned with customer needs
Qualifications
- 5+ years in B2B customer service with technical product exposure
- Proven track record in conflict resolution and de-escalation techniques
- Proficiency with CRM platforms (Salesforce preferred) and ticketing systems
- Exceptional written and verbal communication skills
- Experience analyzing customer feedback data for actionable insights
- Ability to work independently while collaborating across departments
- Industry certification (e.g., Customer Service Institute, HDI) preferred
- Fluency in English and Spanish required