Customer Care Representative

Apex - Customer Care Representative

As the Customer Care Representative (CCR), you will be the initial point of contact for our customers at Apex Energy Solutions. The CCR is responsible for managing the positive image, brand and reputation through the 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.

Pay Range: $21.00 - $23.00 per hour

Shifts: 9:00 am – 5:00 pm or 11:00 am – 7:00 pm

• Excellent ability to communicate both verbally (over the phone) and in writing (via email, within the customer service software, etc.).
• Manage a high volume of incoming and outbound calls, balancing efficiency with high‑quality customer service.
• Manage the entire customer inquiry, complaint, or concern from start to resolution; ask probing questions, select and explain the best course of resolution, expedite corrections, and follow up to ensure completion.
• Collect, enter, and verify new or existing customer information; schedule appointments; order new or additional products or services; process account changes, refunds, and exchanges.
• Oversee and coordinate installation and technician calendars to ensure full schedules for both installers and technicians, including scheduling measures, installations, services, and production services while working directly with customers and staff to determine needs and availability.
• Update records with all customer interactions, including comments, documents, photos, etc.
• Participate in departmental collections efforts, including collecting second installment payments and balances due, with proper documentation and timeline management.
• Remember and use resources to follow communication procedures, scripts, guidelines, and policies.
• Be knowledgeable about company products, warranties, and terms of sale.
• Participate in customer retention activities, serving as project owner and first‑tier escalation level; escalating concerns to management when appropriate.
• Perform other related duties as assigned.

• High School Diploma or equivalent.
• Previous experience in a customer service role.
• Familiarity with CRM systems and practices.

• 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 clearly and concisely to internal and external customers.
• Ability to work independently and as part of a team.
• Excellent time management and multi‑tasking skills.

Apex is an Equal Employment Opportunity Employer.