Job Description
Join our award-winning customer experience team at Nexus Solutions Group! We're seeking dynamic individuals to deliver exceptional support to our tech clients across California. As a CSR, you'll be the face of innovation, transforming customer interactions into loyalty. Enjoy comprehensive training, flexible scheduling, and career growth opportunities in our modern downtown San Francisco hub.
What We Offer:
- Industry-leading compensation with performance bonuses
- Free premium health/dental/vision plans
- 24/7 shuttle service to BART stations
- Stock options and 401(k) matching
- Unlimited PTO and paid volunteer days
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat within 15-minute SLA
- Utilize Salesforce and Zendesk to document interactions and track resolutions
- Collaborate with technical teams to troubleshoot escalated issues
- Proactively identify upsell opportunities for premium service packages
- Maintain 95%+ customer satisfaction score through personalized solutions
- Participate in weekly training on product updates and service protocols
- Contribute to process improvement initiatives for faster resolution times
Qualifications
- Minimum 2 years B2B customer service experience in tech industry
- Proficiency with CRM platforms (Salesforce, Zendesk, or similar)
- Exceptional conflict resolution skills with proven de-escalation techniques
- Type 45+ WPM with 98% accuracy in customer documentation
- Ability to work rotating shifts including weekends and holidays
- Associate's degree or equivalent technical certification preferred
- Spanish bilingual certification a significant advantage