Customer Service Representative
Apex Systems, Columbia, SC, United States
## Job Description# Customer Service Representative* Serve as the first point of contact for customers by handling service inquiries, billing questions, complaints, and general support requests with professionalism and empathy.* Accurately assess customer issues by gathering relevant information and determining the appropriate resolution path.* Resolve customer service or billing concerns by:
+ Processing refunds or credits
+ Adjusting billing discrepancies
+ Coordinating exchanges or replacements when applicable* Conduct outbound communications to:
+ Follow up on open cases or claims
+ Notify customers of investigation outcomes
+ Provide updates on service changes or account adjustments* Document all customer interactions, inquiries, complaints, and resolutions accurately within internal systems to ensure proper tracking, reporting, and compliance.* Escalate complex or unresolved issues to appropriate teams while maintaining ownership and follow through until resolution.* Collaborate with internal departments such as billing, operations, and technical support to resolve customer issues efficiently.* Meet or exceed productivity, quality, and customer satisfaction metrics as defined by the organization.* Maintain professionalism, confidentiality, and strict adherence to company policies and procedures at all times.* Strong verbal and written communication skills with the ability to clearly explain information to customers.* Excellent interpersonal and customer service skills, including the ability to remain calm and de‐escalate tense situations.* High attention to detail and strong organizational skills.* Ability to work independently, manage time effectively, and prioritize tasks in a fast‐paced environment.* Proven ability to accurately document customer interactions and maintain detailed records.* Comfortable working with computer applications, including:
+ Microsoft Outlook
+ Data entry and customer relationship management (CRM) systems* Basic problem‐solving skills with the ability to identify resolutions or escalate issues appropriately.* High school diploma or GED required (associate degree preferred but not required).* 0–2 years of customer service or call‐center experience required.* Previous experience in phone‐based or high‐volume customer support environments preferred.* Experience in billing, claims, or account‐based support is considered a plus but not required.* Ability to manage a high volume of customer interactions while maintaining quality and accuracy.* Willingness to adapt to evolving processes, scripts, and systems.* Comfortable working within structured schedules and meeting performance benchmarks.* Team‐oriented mindset with a strong customer‐first approach.*Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing(R) in Talent Satisfaction in the United States and Great Place to Work(R) in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click*
*for more details.* #J-18808-Ljbffr
+ Processing refunds or credits
+ Adjusting billing discrepancies
+ Coordinating exchanges or replacements when applicable* Conduct outbound communications to:
+ Follow up on open cases or claims
+ Notify customers of investigation outcomes
+ Provide updates on service changes or account adjustments* Document all customer interactions, inquiries, complaints, and resolutions accurately within internal systems to ensure proper tracking, reporting, and compliance.* Escalate complex or unresolved issues to appropriate teams while maintaining ownership and follow through until resolution.* Collaborate with internal departments such as billing, operations, and technical support to resolve customer issues efficiently.* Meet or exceed productivity, quality, and customer satisfaction metrics as defined by the organization.* Maintain professionalism, confidentiality, and strict adherence to company policies and procedures at all times.* Strong verbal and written communication skills with the ability to clearly explain information to customers.* Excellent interpersonal and customer service skills, including the ability to remain calm and de‐escalate tense situations.* High attention to detail and strong organizational skills.* Ability to work independently, manage time effectively, and prioritize tasks in a fast‐paced environment.* Proven ability to accurately document customer interactions and maintain detailed records.* Comfortable working with computer applications, including:
+ Microsoft Outlook
+ Data entry and customer relationship management (CRM) systems* Basic problem‐solving skills with the ability to identify resolutions or escalate issues appropriately.* High school diploma or GED required (associate degree preferred but not required).* 0–2 years of customer service or call‐center experience required.* Previous experience in phone‐based or high‐volume customer support environments preferred.* Experience in billing, claims, or account‐based support is considered a plus but not required.* Ability to manage a high volume of customer interactions while maintaining quality and accuracy.* Willingness to adapt to evolving processes, scripts, and systems.* Comfortable working within structured schedules and meeting performance benchmarks.* Team‐oriented mindset with a strong customer‐first approach.*Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing(R) in Talent Satisfaction in the United States and Great Place to Work(R) in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click*
*for more details.* #J-18808-Ljbffr