Job Description
Join Nexus Support Solutions as a Night Shift Customer Service Representative and become the voice of our brand during peak evening hours. This fully remote position offers the flexibility to work from home while delivering exceptional customer experiences to clients across Fort Worth and beyond. We're seeking empathetic professionals who thrive in fast-paced environments and are passionate about turning challenges into opportunities.
Our competitive compensation package includes performance-based bonuses, comprehensive health benefits, and 24/7 technical support. Enjoy a quiet home office setup stipend and flexible scheduling options that accommodate your lifestyle. As a valued team member, you'll gain access to continuous professional development programs and career advancement pathways within our growing organization.
Responsibilities
- Handle high-volume inbound/outbound customer inquiries via phone, email, and chat during night shift hours (10 PM - 6 AM CT)
- Resolve complex customer issues using CRM systems while maintaining service level agreements
- Document interactions and identify trends to improve service quality and reduce call volume
- Collaborate with day-shift teams to ensure seamless customer handoffs and consistent support
- Participate in ongoing training programs to master product knowledge and communication techniques
- Meet/exceed performance metrics including first-call resolution and customer satisfaction scores
Qualifications
- Minimum 1 year customer service experience with proven conflict resolution skills
- High school diploma or equivalent; associate's degree preferred
- Proficient in multitasking with ability to navigate multiple digital platforms simultaneously
- Excellent verbal/written communication with neutral American English accent
- Reliable high-speed internet connection and dedicated home office space
- Availability to work full-time night shift schedule including weekends
- Experience with Zendesk, Salesforce, or similar CRM systems