Customer Service Rep-Level 2 - Experienced

Job Description

Handles customer inquiries, billing issues, complaints, and account-related requests. Provides information on company policies, assists with problem resolution, and ensures customer satisfaction. Emphasizes public relations, revenue risk management, and adherence to corporate policies. May assist in fraud detection, claims investigations, and coaching less experienced team members.

Education:

High School Diploma or GED required;
Associate’s or Bachelor’s degree preferred.

Bilingual (English & Spanish) is a plus for customer‑facing roles.

Proven experience as a telemarketer (HVAC industry knowledge) or in a similar sales/customer service role with a track record of successfully meeting sales quotas over the phone.

Working knowledge of relevant computer programs (e.g., CRM software) and telephone systems.

• Handle non‑routine customer issues requiring adaptation and research.
• Provide guidance to junior team members and assist with training.
• Support fraud investigations and revenue risk management.
• Assist in agency inquiries and coordination with Area Coordinators.
• Conduct customer outreach for issue resolution and account updates.

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.