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 diverse client base across North America. We pride ourselves on innovation, employee growth, and creating memorable customer journeys.
Our Austin headquarters features modern collaborative spaces, competitive benefits including health/dental/vision, 401(k) matching, and generous PTO. You'll work alongside passionate professionals dedicated to excellence in every interaction.
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Develop tailored solutions for VIP accounts and escalated issues
- Collaborate with product teams to identify service improvement opportunities
- Maintain detailed customer records in Salesforce with 99% accuracy
- Mentor junior specialists through our peer-coaching program
- Analyze customer feedback trends to drive strategic enhancements
- Contribute to knowledge base documentation and SOP updates
Qualifications
- 5+ years in customer service with 2+ years in senior/lead roles
- Expertise in CRM systems (Salesforce preferred)
- Proven conflict resolution and de-escalation skills
- Strong analytical abilities with data-driven decision making
- Excellent written and verbal communication skills
- Ability to work flexible shifts including evenings/weekends
- Bachelor's degree in Business or related field preferred
- Experience in SaaS or technology industry highly valued