Job Description
Join our award-winning customer experience team at NexusConnect Solutions! We're seeking passionate Customer Service Representatives to deliver exceptional support to our diverse client base. Enjoy the flexibility of 100% remote work while making a tangible impact in the Oakland community. Our comprehensive benefits package includes health insurance, generous PTO, and professional development opportunities. As a CSR, you'll be the voice of our brand—empowering customers with empathy, efficiency, and expertise.
Why NexusConnect? We foster an inclusive culture where your growth matters. With industry-leading training and clear career pathways, you'll build skills that last a lifetime. Plus, our remote-first model eliminates commute hassles while maintaining team cohesion through virtual collaboration tools.
Responsibilities
- Resolve customer inquiries via phone, email, and chat with average response time under 90 seconds
- Document interactions in CRM systems while maintaining 99.5% data accuracy
- Collaborate with technical teams to troubleshoot complex product issues
- Identify upsell opportunities through proactive needs assessment
- Contribute to process improvements by analyzing customer feedback trends
- Maintain strict confidentiality of customer data and company information
Qualifications
- 2+ years experience in customer-facing roles (BPO, retail, or tech support preferred)
- Proven ability to resolve 40+ tickets daily with 95% CSAT score
- Proficient in CRM platforms (Salesforce/Zendesk certification a plus)
- Exceptional written and verbal communication skills
- Self-motivated with demonstrated ability to work independently in remote settings
- High school diploma or equivalent; college degree preferred
- Type 50+ WPM with strong computer navigation skills