Job Description
Join our award-winning customer experience team at Nexus Solutions Group! We're seeking passionate Customer Service Representatives to deliver exceptional support to our clients in Virginia. This immediate-start opportunity offers competitive pay, comprehensive training, and a dynamic work environment where your contributions make a real difference. As a key member of our support hub, you'll solve inquiries, build relationships, and drive customer satisfaction—all while advancing your career in a growing industry.
Responsibilities
- Handle incoming customer inquiries via phone, email, and chat with empathy and efficiency
- Resolve technical issues, billing questions, and service disruptions using CRM systems
- Document interactions accurately in Salesforce and maintain detailed case notes
- Collaborate with technical teams to escalate complex issues and ensure timely resolution
- Meet key performance metrics including CSAT scores, response time, and resolution rate
- Identify upsell opportunities and cross-reference client needs with service packages
- Participate in weekly training sessions to enhance product knowledge and soft skills
Qualifications
- High school diploma or equivalent; associate degree preferred
- 1+ years of customer service or call center experience
- Proficiency with CRM platforms (Salesforce, Zendesk) and Microsoft Office
- Exceptional communication skills with clear, professional verbal/written abilities
- Strong problem-solving aptitude and ability to remain calm under pressure
- Availability to work flexible shifts including evenings and weekends
- Passion for customer advocacy and commitment to continuous improvement
- Ability to pass background check and drug screening