Job Description

Apex - Customer Care Representative

The Customer Care Representative (CCR) is the initial point of contact for our customers at Apex Energy Solutions. As such, the CCR is responsible for managing the positive image, brand and reputation through resolution and investigation of customer questions, concerns, and complaints. Our CCRs are responsible for managing a high volume of incoming and outbound phone calls, as well as responding to customer emails and texts. The Customer Care Representative will assist customers while ensuring compliance with the policies and procedures of the organization.

Essential Functions:

· Excellent ability to communicate both verbally (over the phone) and in writing (via email, within the customer service software, etc.).

· Ability to manage high volume of incoming and outbound calls, balancing efficiency with providing high quality customer service.

· Manages the entire customer inquiry, complaint, or concern from start to resolution. Asks probing questions to understand the customers concern, then selects and explains the best course of resolution, expedites corrections where needed, and follows up to ensure completion.

· Collects, enters, and verifies new/existing customer information, schedules appointments, orders for new or additional products or services, account changes/updates, refunds, and exchanges.

· Oversees and coordinates the Installation and Technician calendars to ensure full schedules for both installers and technicians, through scheduling of measures, installations, services, and production services. This includes working directly with customers and staff to determine needs and availability.

· Updates records with all customer interactions, including but not limited to comments, documents, photos, etc.

· Participates in departmental collections efforts including collection of second installment payment and balances due. Including proper documentation of collection efforts and management of appropriate timeline.

· Ability to remember, or use resources, to follow communication procedures, scripts, guidelines, and policies.

· Knowledgeable about company products, warranties, and terms of sale.

· Participates in customer retention activities, serving as project owner and first tier escalation level, then escalating concerns to management when appropriate.

· Performs other related duties as assigned.

· Proficient in Microsoft Office and previous CRM experience preferred.

· Ability to juggle multiple projects with superb accuracy.

· Strong organizational, decision making and supervisory skills

· Excellent listening skills and dedication to customer satisfaction.

· Positive attitude, self-motivated, and desire to assist customers.

· Strong written and verbal communication skills with the ability to convey information to internal and external customers in a clear and concise manner.

· Ability to work independently and as a team.

· Excellent time management and multi-tasking skills.

Education and Experience:

· High School Diploma or equivalent.

· Previous experience in a customer service role.

· Familiar with CRM systems and practices.

Physical Requirements:

· Prolonged periods sitting working on a computer.

· Must be able to lift 15 pounds at a time.

$22-$26/Hour

Apex is an Equal Employment Opportunity Employer

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