Job Description
Join Nexus Connect Solutions as a Night Shift Customer Service Representative and become the voice of excellence for our clients in the nation's capital. We're seeking dedicated professionals who thrive in dynamic environments and deliver exceptional service during overnight hours. This immediate-start opportunity offers competitive compensation, comprehensive training, and clear pathways for career advancement within our rapidly growing organization.
What You'll Gain:
- Industry-leading hourly rates with performance bonuses
- Comprehensive health benefits package (Day 1 eligibility)
- Tuition reimbursement for professional development
- State-of-the-art remote work infrastructure
Responsibilities
- Handle high-volume inbound/outbound calls, chats, and emails from Washington D.C. metro area clients
- Resolve complex customer inquiries using CRM platforms and internal knowledge bases
- Document interactions accurately in Salesforce while maintaining strict compliance standards
- Collaborate with cross-functional teams to escalate unresolved issues efficiently
- Meet/exceed KPIs including CSAT scores, first-call resolution, and average handle time
- Proactively identify process improvement opportunities during overnight coverage
- Maintain detailed records of customer interactions in compliance with DC privacy regulations
Qualifications
- Minimum 2 years customer service experience in high-volume environments
- Proficiency with CRM systems (Salesforce preferred) and Microsoft Office Suite
- Exceptional verbal/written communication skills with neutral accent
- Ability to multitask across digital channels while maintaining composure
- Strong problem-solving skills with data-driven approach
- Flexibility to work 11 PM - 7 AM schedule with weekend rotation
- Must pass background check and pre-employment drug screening
- Authorized to work in the United States without sponsorship