Job Description
Join our award-winning customer experience team as a Night Shift Customer Service Representative at Nexus Solutions Group! We're seeking dedicated professionals who thrive in dynamic, high-energy environments to deliver exceptional support while our customers sleep. Enjoy competitive compensation, comprehensive benefits including health/dental/vision, 401(k) matching, and career advancement opportunities. Our Louisville headquarters offers a modern workspace with free parking, on-site fitness center, and team-building events. Night shift premiums apply!
Responsibilities
- Resolve customer inquiries via phone, email, and chat with first-contact resolution excellence
- Document interactions in CRM systems while maintaining HIPAA/GDPR compliance standards
- Collaborate with cross-functional teams to escalate complex technical issues
- Meet/exceed quality metrics (CSAT, AHT, FCR) through continuous improvement
- Participate in quarterly product knowledge training sessions
- Maintain calm demeanor during high-pressure peak hours
- Contribute to process optimization initiatives
Qualifications
- High school diploma or equivalent; associate degree preferred
- 1+ years customer service experience in B2B/B2C environments
- Proficient in CRM platforms (Salesforce/Zendesk) and MS Office Suite
- Exceptional verbal/written communication skills with neutral accent
- Ability to work independently during 11 PM - 7 AM shifts
- Typing speed: 45+ WPM with 98% accuracy
- Available for flexible scheduling including weekends/holidays