Job Description
Join our award-winning team as a Remote Customer Service Specialist at NexusConnect Solutions! We're seeking passionate individuals to deliver exceptional support from home while representing leading brands in the Jacksonville, FL area and Georgia region. Enjoy a flexible work schedule, comprehensive benefits, and career growth opportunities in a thriving tech environment.
Your Impact: As a frontline ambassador, you'll resolve inquiries, build customer loyalty, and drive satisfaction metrics—all while working remotely. We provide cutting-edge tools, ongoing training, and a supportive virtual culture designed for your success.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with empathy and professionalism
- Resolve billing, technical, and service issues using CRM tools and knowledge bases
- Process orders, returns, and account modifications with 100% accuracy
- Document interactions in Salesforce and maintain detailed case records
- Collaborate with cross-functional teams to escalate complex issues
- Meet/exceed KPIs for resolution time, CSAT scores, and first-contact resolution
- Identify process improvements and suggest innovative solutions
Qualifications
- 2+ years of customer service experience (remote preferred)
- Proficiency with CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Exceptional communication skills with clear, professional verbal/written abilities
- Strong problem-solving aptitude and emotional intelligence
- Reliable high-speed internet and quiet home office setup
- Ability to work independently while collaborating in a virtual team environment
- High school diploma; associate's degree or relevant certification a plus