Customer Experience Rep

Apex Staffing; Little Rock (AR); On-site; USD 32,000 - 42,000; Full time

Job summary

Apex Staffing seeks a Customer Experience Representative in Little Rock to help customers navigate accounts, services, and the ongoing relationship with the organization. This role is not a traditional call-center position but a consistent, cross-channel point of contact for onboarding, issue resolution, and proactive support.

You will work with customers by phone, email, and chat to build trust, improve retention, and deliver complete solutions.

Qualifications

• High school diploma or GED required.
• At least one year of experience in customer service or related role.
• Strong verbal and written communication skills.
• Ability to build rapport and maintain professional relationships.
• Capable of owning issues from start to finish.
• Experience using CRM systems and data entry.

Responsibilities

• Assist new customers with onboarding, account setup, and initial system guidance.
• Build and maintain positive customer relationships through proactive communication and follow-up.
• Support customers through phone, email, and chat.
• Manage questions and concerns across multiple accounts and services.
• Research customer issues to identify root causes, not just symptoms.
• Take ownership of concerns from initial contact through final resolution and explain solutions clearly.
• Coordinate with internal teams and partners to resolve escalations.
• Anticipate customer needs and provide helpful information before issues arise.
• Educate customers on products, services, features, and best practices.
• Maintain detailed documentation in CRM and internal systems.
• Monitor open issues and follow up to ensure needs are met.
• Identify recurring concerns and opportunities for process improvement.
• Communicate feedback and feature requests to internal teams.
• Assist with data entry and other administrative responsibilities as needed.

Skills

Communication skills

Relationship-building

Ownership

Problem-solving

Multitasking

Education

High school diploma or GED

Tools

CRM system

Microsoft Excel

Microsoft Outlook

Job description

A well-established Little Rock company is seeking a Customer Experience Representative to help customers successfully navigate their accounts, services, and ongoing relationship with the organization.

This is not a traditional call-center position focused solely on answering inbound questions or closing tickets. The person selected will serve as a consistent point of contact for customers—helping with onboarding, identifying potential concerns, resolving service and technical issues, and following through until the customer has a complete solution.

This is a non-sales role, but it requires a relationship-focused professional who understands that every customer interaction is an opportunity to build trust, improve retention, and provide additional value.

Responsibilities

• Assist new customers with onboarding, account setup, and initial system guidance
• Build and maintain positive customer relationships through proactive communication and consistent follow-up
• Support customers through phone, email, and chat
• Manage questions and concerns across multiple accounts, services, and business areas
• Research customer issues to identify the underlying cause rather than addressing only the immediate symptom
• Take ownership of customer concerns from initial contact through final resolutionTroubleshoot basic technical or system-related issues and clearly explain solutions
• Coordinate with internal departments and outside partners to resolve escalated matters
• Anticipate customer needs and provide helpful information before concerns become larger problems
• Educate customers on available products, services, features, and best practices
• Maintain detailed and accurate documentation in the company’s CRM and internal systems
• Monitor open issues and follow up to confirm the customer’s needs have been fully addressed
• Identify recurring customer concerns, service gaps, and opportunities for process improvement
• Communicate customer feedback and feature requests to the appropriate internal teams
• Assist with data entry, account updates, corporate mailings, and other administrative responsibilities as needed

Qualifications

• High school diploma or GED required
• At least one year of experience in customer service, customer experience, customer onboarding, account support, retention, or a related position
• Strong verbal and written communication skills
• Demonstrated ability to build rapport and maintain professional customer relationships
• Strong problem-solving and research abilities
• Ability to take ownership of an issue and follow it through without unnecessary handoffs
• Comfortable managing multiple accounts, priorities, and systems simultaneously
• Ability to make complicated information easy for customers to understand
• Experience using a CRM or customer-management system
• Basic to intermediate Microsoft Excel skills
• Working knowledge of Microsoft Outlook and standard office programs
• Accurate data-entry, documentation, and recordkeeping skills

Preferred Experience

• Customer onboarding, account management, customer retention, or relationship-management experience
• Technical support or systems-troubleshooting experience
• Experience handling escalations or conducting root-cause research
• Experience working across multiple departments to resolve customer concerns
• Familiarity with Salesforce or a similar CRM platform
• Experience supporting customers through multiple communication channels
• Telecommunications, connectivity, technology services, or corporate call-center experience
• Previous experience with telecommunications provider
• Experience contributing to customer-service or process improvements
• Spanish or another second language is a plus