Job Description
Join our award-winning team at NexCare Solutions and become the voice of our brand! We're urgently hiring passionate Customer Service Representatives for our Boston headquarters. This is your chance to launch a rewarding career with competitive benefits, growth opportunities, and a supportive culture.
Why You'll Love Working With Us:
- Comprehensive benefits package including health, dental, vision, and 401(k)
- Clear career path to senior roles or team leadership
- Modern, collaborative workspace in downtown Boston
- Recognition programs for top performers
What Makes This Role Special: As a vital member of our customer experience team, you'll directly impact customer satisfaction while gaining invaluable skills in conflict resolution, CRM systems, and relationship building.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat
- Resolve billing, technical, and account issues with empathy and efficiency
- Document interactions in Salesforce CRM with 100% accuracy
- Collaborate with cross-functional teams to resolve complex escalations
- Meet/exceed KPIs: First Contact Resolution (FCR) >85%, CSAT >90%
- Proactively identify process improvement opportunities
- Participate in bi-weekly training sessions to enhance product knowledge
Qualifications
- Minimum 1 year customer service experience in BPO or tech industry
- Exceptional verbal/written communication skills
- Proficiency with Zendesk, Salesforce, or similar CRM platforms
- Ability to navigate multiple systems simultaneously
- Strong problem-solving skills with a customer-first mindset
- High school diploma or equivalent; bachelor's preferred
- Must be available for flexible shifts (including weekends)