Job Description
Join our dynamic team at Nexus Solutions Group as a Night Shift Customer Service Representative! We're seeking dedicated professionals to deliver exceptional support during evening hours while our customers enjoy their downtime. This role offers competitive pay, comprehensive benefits, and opportunities for growth in a supportive environment. If you thrive in fast-paced settings and excel at problem-solving, apply today to become part of our award-winning customer experience team!
Responsibilities
- Respond to inbound customer inquiries via phone, email, and chat with empathy and efficiency
- Resolve billing, technical, and account-related issues while maintaining service excellence
- Document interactions accurately in CRM systems and adhere to compliance protocols
- Collaborate with cross-functional teams to escalate complex issues and ensure resolution
- Meet/exceed performance metrics including call quality and resolution times
- Contribute to process improvements through customer feedback analysis
- Support after-hours emergency escalations as part of on-call rotation
Qualifications
- 1+ years of customer service experience in high-volume contact centers
- Strong problem-solving skills with ability to de-escalate tense situations
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and Microsoft Office
- Excellent verbal/written communication and active listening abilities
- High school diploma or equivalent; college degree preferred
- Flexibility to work 11 PM - 7 AM schedule, including weekends
- Ability to multitask in fast-paced digital environments
- Positive attitude and resilience during peak demand periods