Job Description
Join our award-winning customer experience team as a Customer Service Representative in Boston, MA! Enjoy the flexibility of 100% remote work while making a tangible impact. At NexusConnect Solutions, we empower our employees with cutting-edge tools and comprehensive training to deliver exceptional service. Our inclusive culture offers growth opportunities, competitive benefits, and a supportive environment where your voice matters. If you're passionate about problem-solving and building customer loyalty, this is your chance to thrive professionally from home.
Responsibilities
- Resolve customer inquiries via phone, email, and chat with empathy and efficiency
- Utilize CRM software to document interactions and track resolution progress
- Collaborate with cross-functional teams to address complex technical issues
- Meet/exceed performance metrics including CSAT and response time targets
- Identify process improvement opportunities to enhance customer experience
- Maintain detailed records of all customer interactions and resolutions
- Participate in ongoing training to refine product knowledge and service skills
Qualifications
- Minimum 2 years of customer service experience in a remote or hybrid setting
- Proficiency with CRM platforms (Salesforce, Zendesk, or similar)
- Exceptional written and verbal communication skills
- Strong problem-solving abilities with a customer-first mindset
- High-speed internet connection and quiet home office setup
- Ability to work independently while collaborating effectively in a virtual team
- Flexibility to work rotating shifts including evenings/weekends as needed
- Associate degree or equivalent combination of education and experience