Job Description
Join our award-winning customer experience team at NexGen Solutions! We're seeking passionate Customer Service Representatives to deliver exceptional support to our growing client base in Nashville. As a key member of our support hub, you'll be the voice of our brand, resolving inquiries with speed and empathy while driving customer loyalty. We offer competitive compensation, comprehensive benefits, and a dynamic work environment with immediate onboarding. If you thrive in fast-paced settings and love helping others, this is your opportunity to launch a rewarding career in customer service.
Responsibilities
- Handle 50+ daily inbound/outbound customer inquiries via phone, email, and chat
- Resolve billing, technical, and account issues with 95% first-contact resolution rate
- Document interactions in CRM system with 100% accuracy and timeliness
- Collaborate with technical teams to escalate complex issues efficiently
- Meet/exceed performance metrics including CSAT scores and average handle time
- Identify upsell opportunities for premium service offerings
- Participate in weekly training to enhance product knowledge and soft skills
Qualifications
- High school diploma or equivalent; associate's degree preferred
- 1+ years customer service experience in B2B/B2C environment
- Proficiency with CRM software (Salesforce/Zendesk) and MS Office Suite
- Exceptional verbal/written communication skills with neutral accent
- Ability to multitask in high-pressure situations while maintaining composure
- Strong problem-solving and conflict resolution abilities
- Flexible schedule availability including evenings/weekends as needed
- U.S. work authorization and ability to pass background check