Job Description
Join our elite customer experience team at Apex Solutions Group, where top-tier talent meets premium compensation. We're seeking exceptional Senior Call Center Agents to deliver world-class support in our state-of-the-art Plano facility. Enjoy industry-leading pay, comprehensive benefits, and a culture that rewards excellence. This isn't just a job—it's a career-defining opportunity with growth into leadership roles.
Responsibilities
- Handle complex customer inquiries with empathy and precision
- Resolve escalated issues with 95%+ first-contact resolution rate
- Maintain detailed case documentation in CRM systems
- Collaborate with specialists to resolve technical/service challenges
- Mentor junior agents through peer coaching sessions
- Identify process improvement opportunities
- Meet/exceed monthly performance KPIs
Qualifications
- 3+ years in high-volume call center environment
- Proven track record in complex issue resolution
- Advanced proficiency with CRM platforms (Salesforce preferred)
- Exceptional written/verbal communication skills
- Ability to maintain composure under pressure
- Experience with quality assurance metrics
- Associate degree or equivalent experience