Job Description
Are you a problem solver who thrives in a fast-paced environment?
Apex Innovations Inc. is seeking a dedicated Senior Customer Experience Specialist to join our dynamic team in the heart of New York City. In this role, you will be the voice of our brand, ensuring our clients receive world-class support while navigating complex solutions. We offer a competitive hourly rate, comprehensive benefits, and a culture that values innovation and collaboration.
Why Join Us?
- Competitive hourly compensation ($28.00 - $38.00/hr).
- Hybrid work model with a focus on in-office collaboration in NYC.
- Professional development opportunities and clear career progression paths.
- State-of-the-art wellness programs and generous PTO policy.
Apply today to become a part of a team that is redefining excellence in customer service.
Responsibilities
- Client Advocacy: Serve as the primary point of contact for high-value clients, resolving complex issues with empathy and efficiency.
- Problem Resolution: Analyze customer feedback and technical challenges to implement long-term solutions that improve the overall user experience.
- Cross-Functional Collaboration: Work closely with product, engineering, and sales teams to escalate issues and advocate for customer needs.
- CRM Management: Maintain accurate and detailed records in Salesforce, ensuring data integrity and timely follow-ups.
- Process Improvement: Identify bottlenecks in current support workflows and propose data-driven improvements.
- Training & Mentorship: Mentor junior team members and contribute to the creation of support documentation and training materials.
- Performance Metrics: Consistently meet and exceed Key Performance Indicators (KPIs) regarding response time, satisfaction scores, and retention rates.
Qualifications
- Education: Bachelor’s degree in Business, Communications, or a related field is preferred.
- Experience: Minimum of 3-5 years of experience in customer support, account management, or a client-facing role.
- Skills: Proficiency in CRM software (Salesforce, Zendesk) and Microsoft Office Suite.
- Communication: Exceptional verbal and written communication skills with a polished, professional tone.
- Adaptability: Ability to thrive in a dynamic environment and manage multiple priorities under tight deadlines.
- Location: Must be willing and able to work in our New York, NY office at least 2-3 days a week.