Customer service representative hello, Edmonton

We are seeking a highly motivated and customer-focused individual to join the \"Apex Solutions\" team as a Customer Service Representative. In this vital role, you will be the primary point of contact for our customers, responsible for delivering exceptional service and ensuring a positive experience with our company, which specializes in cloud-based financial software. The ideal candidate possesses excellent communication skills, a proactive attitude, and a genuine desire to help others. This position is central to maintaining high levels of customer satisfaction, aiming for a consistent 95% or higher monthly satisfaction rating, and directly impacting our brand's reputation and success.Responsibilities

The Customer Service Representative will manage an estimated average of 50-70 inbound and outbound customer inquiries daily via phone, email, and live chat. Core responsibilities include accurately and efficiently answering questions, resolving product or service issues (such as troubleshooting login errors or explaining billing cycles), processing orders, and providing information about our offerings.You will be expected to actively listen to customer needs, troubleshoot problems using the company's internal knowledge base, and provide appropriate solutions and alternatives within the established 4-hour email response service level agreement (SLA). Maintaining meticulous records of all customer interactions and transactions in the Zendesk CRM system is crucial for follow-up and reporting.Representatives are expected to be self-starters, capable of working an assigned shift (e.g., 9:00 AM - 5:30 PM EST) and collaborating within a team environment. Performance will be measured based on key metrics such as achieving a customer satisfaction score (CSAT) of 4.5 out of 5, a first call resolution (FCR) rate of 80%, and an average handling time (AHT) of under 6 minutes.A commitment to continuous learning about our products, including completing all quarterly product training modules, is essential to excel in this role. Compensation

Competitive compensation starting at $18.50 per hour. Salary range may vary from $1 to $10,000,000 per year depending on experience. Qualifications

Minimum of two (2) years of experience in a customer service, call center, or related client-facing role. A high school diploma or equivalent is required; relevant certifications (e.g., from a technical college) are a plus. Essential skills include superior verbal and written communication (with a typing speed of at least 45 words per minute), active listening, and proven problem-solving abilities. Proficiency with standard office software (e.g., Microsoft Office Suite) and previous hands‑on experience navigating Customer Relationship Management (CRM) software (e.g., Salesforce, HubSpot, or Zendesk) is mandatory. The ability to remain calm and professional while handling challenging or escalated customer situations, aiming to de‑escalate 90% of calls without manager intervention, is non‑negotiable.Benefits

Apex Solutions offers a supportive, dynamic, and inclusive work environment where every team member's contribution is valued. We provide comprehensive benefits including medical, dental, and a 401k match of up to 4%, and opportunities for professional growth, such as access to our \"LEAD\" management training program.How to Apply

To be considered for the Customer Service Representative position (Job ID: CSR-2025), please submit your resume and a cover letter detailing your relevant experience through our online portal by the application deadline of November 30, 2025. We look forward to reviewing your application.

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