Customer Service Representative
Apex Systems, Fort Mill, SC, United States
Customer Service Representative
The Customer Service Representative (CSR) serves as the primary point of contact for customers, delivering timely, accurate, and professional support through phone, email, and/or outbound communication channels. This role is responsible for addressing customer inquiries related to products, services, billing, and account-related matters while ensuring a consistently positive customer experience. The CSR will actively identify customer issues, investigate potential solutions, escalate complex or unresolved matters when necessary, and provide appropriate follow-up through final resolution. This position may involve inbound calls, outbound outreach, or a combination of both, depending on business needs. Key Responsibilities
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. Required Skills & Qualifications
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. Education & Experience
High school diploma or GED required (associate degree preferred but not required). 02 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. Work Environment & Expectations
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. 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. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystems.com or 844-463-6178.
The Customer Service Representative (CSR) serves as the primary point of contact for customers, delivering timely, accurate, and professional support through phone, email, and/or outbound communication channels. This role is responsible for addressing customer inquiries related to products, services, billing, and account-related matters while ensuring a consistently positive customer experience. The CSR will actively identify customer issues, investigate potential solutions, escalate complex or unresolved matters when necessary, and provide appropriate follow-up through final resolution. This position may involve inbound calls, outbound outreach, or a combination of both, depending on business needs. Key Responsibilities
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. Required Skills & Qualifications
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. Education & Experience
High school diploma or GED required (associate degree preferred but not required). 02 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. Work Environment & Expectations
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. 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. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystems.com or 844-463-6178.