Job Description
Join our award-winning customer experience team at Nexus Solutions Group, where we transform customer interactions into lasting relationships. As a Senior Customer Service Representative, you'll be the voice of our premium financial services brand, delivering exceptional support to high-net-worth clients across New York City. Our dynamic Manhattan headquarters offers a collaborative environment with cutting-edge technology and career growth opportunities. We're seeking passionate communicators who thrive in fast-paced settings and want to make a tangible impact on our clients' financial journeys.
Responsibilities
- Manage complex client inquiries across multiple communication channels (phone, email, chat) with 95%+ resolution rate
- Develop deep product knowledge to provide expert guidance on premium financial services
- Proactively identify upsell opportunities while maintaining client trust and satisfaction
- Collaborate with cross-functional teams to resolve escalated issues within 24 hours
- Maintain detailed client interaction records in Salesforce CRM with 99% accuracy
- Mentor junior representatives on best practices and company protocols
Qualifications
- Minimum 3 years' experience in high-volume customer service with financial services
- Proven ability to maintain composure in high-stress situations with VIP clients
- Exceptional verbal/written communication skills with multilingual capabilities a plus
- Advanced proficiency in CRM systems (Salesforce experience required)
- Bachelor's degree in Business, Communications, or related field
- Strong analytical skills for troubleshooting complex service issues
- Valid New York State driver's license (occasional client site visits required)