Customer Service Representative

Onsite Customer Service Representative

Apex Systems is looking to hire an Onsite Customer Service Representative for our client based out of Greensboro, NC. This assignment is anticipated to be a 12 month contract with strong potential for extension. This will also have a first shift MondayFriday schedule. Weekend rotations are expected. Multiple shifts are available to support 24/7, 365 operations.

Responsibilities:

• Promptly answer and document incoming calls regarding roadside assistance and other inquiries with professional phone etiquette.
• Deliver exceptional customer service and manage customer expectations during breakdown events.
• Dispatch service and coordinate with dealers and tow vendors to ensure timely resolution.
• Maintain accurate case documentation and keep all stakeholders informed throughout the service event.
• Provide technical and warranty information as needed.
• Collaborate with peers to support team goals and foster a positive work environment.
• Build and maintain relationships with internal teams and external service providers.
• Manage end-to-end case resolution, including financials and customer follow-up.
• Address complaints and escalate when necessary to ensure timely case progression.
• Prioritize service based on safety and customer impact.
• Perform additional tasks as directed by supervisors or management.

Experience:

• Bachelor's degree.
• 2+ years of customer service or technical support experience.
• Strong written and verbal communication skills.
• Solid understanding of Microsoft operating systems.
• Strong organizational skills and ability to multitask in a fast-paced environment.
• Excellent documentation and data entry skills.
• Ability to sit for extended periods while using a computer and phone.
• Strong problem-solving, analytical, and conflict resolution skills.
• Experience with predictive analytics or case management systems.

Apex Benefits Overview:

Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.

EEO Employer:

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.