Job Description
Join our award-winning customer experience team as a Customer Service Representative and become the voice of our brand! We're seeking empathetic professionals to deliver exceptional support to our diverse clientele in a fully remote environment. Enjoy the flexibility of working from home while making a tangible impact on customer satisfaction. At Nexus Solutions, we invest in your growth with comprehensive training, career advancement opportunities, and a culture that values work-life balance.
What We Offer:
- Competitive salary + performance bonuses
- Comprehensive health benefits (medical/dental/vision)
- 401(k) with company match
- Home office equipment stipend
- Monthly wellness stipend
- Professional development budget
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 95%+ satisfaction scores
- Resolve complex billing, technical, and product issues using CRM systems
- Document all interactions accurately in Salesforce while maintaining data integrity
- Collaborate with technical teams to escalate unresolved issues within SLA timelines
- Proactively identify upsell opportunities based on customer needs
- Maintain detailed knowledge of product updates and service protocols
- Participate in weekly coaching sessions to refine communication techniques
Qualifications
- 2+ years of customer service experience in B2B/B2C environments
- Proven ability to de-escalate high-stress situations with emotional intelligence
- Proficient in CRM platforms (Salesforce preferred) and MS Office Suite
- Type 45+ WPM with exceptional written communication skills
- High-speed internet connection (minimum 50 Mbps) for remote work
- Ability to work flexible hours including weekends/occasional holidays
- Associate degree or equivalent professional certification
- Experience with multilingual customer support (Spanish/Tagalog a plus)