Job Description
Join our award-winning team at Apex Solutions Group, a leader in customer innovation in the Triangle area! We're seeking a passionate Customer Experience Specialist to deliver exceptional service while driving our growth mission. This role offers hybrid flexibility with 3 days in our modern downtown Raleigh office and 2 remote days weekly. Enjoy competitive benefits, professional development stipends, and a culture that celebrates work-life balance.
As a key member of our Client Success team, you'll directly impact customer retention and satisfaction through personalized support. Our ideal candidate thrives in fast-paced environments and values continuous improvement.
Responsibilities
- Deliver personalized customer support via phone, email, and chat with 95% satisfaction rating
- Resolve complex technical and billing issues using our proprietary CRM system
- Identify upsell opportunities through needs-based product recommendations
- Collaborate with Product team to document customer feedback for feature enhancements
- Maintain accurate case documentation and performance metrics in Salesforce
- Train new hires on customer service protocols and product knowledge
- Participate in quarterly process improvement initiatives
Qualifications
- 3+ years of customer service experience in B2B or SaaS environments
- Proficiency with CRM platforms (Salesforce experience preferred)
- Exceptional problem-solving skills with data-driven approach
- Strong written and verbal communication abilities
- Ability to multitask effectively in high-volume situations
- Associate degree or equivalent experience required
- Experience with Zendesk or similar support tools
- Positive attitude with conflict resolution expertise