Job Description
Join our award-winning team as a Night Shift Customer Service Representative at Nexus Solutions Inc. in the heart of San Francisco! We're seeking dedicated professionals to deliver exceptional support during our peak evening hours. Enjoy competitive pay, comprehensive benefits, and a dynamic remote-hybrid work environment that values your expertise.
As a key member of our client success team, you'll handle inbound/outbound communications across multiple channels, resolve complex inquiries with empathy, and drive customer loyalty through personalized solutions. Our 24/7 operations center provides cutting-edge tools and ongoing training to ensure your success.
Responsibilities
- Deliver exceptional customer support via phone, email, and chat during night shift hours (10 PM - 6 AM)
- Resolve complex account inquiries, billing issues, and technical escalations
- Document interactions accurately in Salesforce and maintain detailed case notes
- Collaborate with global teams to ensure seamless customer experience
- Proactively identify upsell opportunities and contribute to revenue goals
- Maintain 95%+ customer satisfaction and first-contact resolution metrics
Qualifications
- Minimum 2 years customer service experience in high-volume environments
- Exceptional communication skills with neutral/professional telephone presence
- Proficiency with CRM platforms (Salesforce preferred) and MS Office Suite
- Ability to work independently in night shift with strong time management
- Problem-solving mindset with experience de-escalating difficult situations
- High school diploma or equivalent; college degree preferred
- Authorized to work in the United States without sponsorship