Job Description
Are you a dedicated professional with a passion for connecting with people? Apex Support Solutions is looking for a dynamic Call Center Agent to join our expanding team in Detroit. We are offering a Direct Hire position, meaning you can look forward to long-term stability, comprehensive benefits, and a clear career path within a world-class organization.
As a key member of our customer experience team, you will be the voice of our brand, ensuring that every client interaction is met with empathy, efficiency, and a solution-oriented mindset. If you thrive in a fast-paced environment and want to make a real impact, we want to hear from you.
Responsibilities
- Manage a high volume of inbound and outbound customer calls with a focus on first-call resolution and customer satisfaction.
- Utilize advanced CRM software to accurately log interactions, update account details, and track customer issues.
- Analyze customer inquiries to identify root causes and provide accurate, detailed information regarding products and services.
- Escalate complex technical issues or unresolved complaints to senior management or technical support teams efficiently.
- Maintain a deep knowledge of company policies, procedures, and training materials to ensure compliance.
- Contribute to team KPI goals, including average handle time (AHT) and quality assurance scores.
Qualifications
- High school diploma or GED required; Associate degree or relevant certification is a plus.
- Minimum of 1-2 years of experience in a customer service or call center environment.
- Excellent verbal communication skills with the ability to convey complex information simply.
- Strong computer literacy, including proficiency in Microsoft Office and CRM systems (e.g., Salesforce, Zendesk).
- Ability to type at least 40 WPM and navigate multiple screens simultaneously.
- Professional demeanor, patience, and the ability to de-escalate difficult situations effectively.