Job Description
Join our award-winning customer experience team at Nexus Solutions Group in Dallas! We're seeking passionate individuals to deliver exceptional service and drive customer loyalty. Enjoy competitive compensation, comprehensive benefits, and a dynamic work environment in the heart of Dallas' thriving business district. Your role will be pivotal in shaping our brand's reputation through every customer interaction.
Responsibilities
- Resolve customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Process orders, returns, and account modifications using Salesforce CRM
- Collaborate with cross-functional teams to resolve complex technical issues
- Document all interactions in compliance with ISO 9001 standards
- Identify upsell opportunities and contribute to revenue growth targets
- Maintain average handle time under 6 minutes while ensuring quality
- Participate in monthly service improvement workshops
Qualifications
- High school diploma or equivalent; associate degree preferred
- 2+ years B2B customer service experience in SaaS or tech industry
- Proficiency with Zendesk, Salesforce, and Microsoft Office Suite
- Fluent in English with Spanish bilingualism highly valued
- Exceptional conflict resolution and de-escalation skills
- Ability to work flexible shifts including evenings and weekends
- Valid Texas driver's license and reliable transportation
- Pass background check and drug screening