Job Description
Join our award-winning customer experience team in Jacksonville! NexGen Solutions is seeking passionate Customer Service Representatives to deliver exceptional support to our growing client base. Enjoy competitive pay, comprehensive benefits, and a vibrant work culture focused on growth and recognition.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat
- Resolve issues efficiently using CRM tools and knowledge base
- Document interactions accurately in Salesforce and Zendesk
- Collaborate with cross-functional teams to escalate complex cases
- Meet/exceed performance metrics (CSAT, FCR, AHT)
- Identify upsell opportunities for premium services
- Participate in ongoing training programs
Qualifications
- High school diploma or equivalent (college degree preferred)
- 1+ years customer service or call center experience
- Proficiency with CRM platforms (Salesforce, Zendesk)
- Exceptional verbal/written communication skills
- Strong problem-solving and conflict resolution abilities
- Ability to work flexible shifts including evenings/weekends
- Basic knowledge of Microsoft Office Suite
- Fluent in English (bilingual Spanish a plus)