Job Description
Join our award-winning customer experience team as a Night Shift Call Center Specialist at Nexus Communications Group! We're seeking dedicated professionals to deliver exceptional service during our critical overnight hours while enjoying premium pay and a supportive remote-first culture. This role offers unparalleled growth opportunities, comprehensive benefits, and the chance to make a real impact in our clients' lives while maintaining work-life balance.
Why Nexus? We invest in our people with competitive compensation, paid certifications, and career advancement pathways. Our Oakland-based operation serves Fortune 500 clients, and we prioritize employee well-being through flexible scheduling, wellness stipends, and recognition programs. Night shift team members receive a 15% premium pay differential and exclusive access to our 24/7 support resources.
Responsibilities
- Handle high-volume inbound/outbound calls with empathy and efficiency while maintaining service excellence metrics
- Resolve customer inquiries regarding billing, technical support, and account management using CRM systems
- Document interactions accurately in Salesforce and escalate complex issues to senior specialists
- Collaborate with cross-functional teams to improve processes and reduce resolution times
- Meet or exceed performance targets including CSAT scores, handle times, and first-contact resolution
- Participate in ongoing training to master new products and compliance requirements
- Maintain strict confidentiality of customer data and adhere to HIPAA/GDPR protocols
Qualifications
- Minimum 1 year call center or customer service experience in a high-volume environment
- Exceptional communication skills with clear articulation in English (Spanish bilingual preferred)
- Proficiency in CRM platforms (Salesforce) and Microsoft Office Suite
- Ability to thrive in fast-paced, metrics-driven settings with minimal supervision
- Strong problem-solving skills and emotional intelligence for de-escalating complex scenarios
- Reliable internet connection and quiet home office setup for remote work
- Flexibility to work overnight shifts (11 PM - 8 AM) with rotating weekends
- High school diploma or equivalent; associate degree preferred