Job Description
Join NexusConnect Solutions as a Senior Customer Service Representative and become the voice of excellence for our Sacramento-based clients. We're seeking a dynamic professional to deliver exceptional remote customer experiences while representing our innovative tech services. This role offers the flexibility of full-time remote work with competitive benefits and career growth opportunities in Sacramento's thriving business ecosystem.
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Master our proprietary CRM system to document interactions and track resolutions
- Collaborate with cross-functional teams to address escalated technical issues
- Identify process improvement opportunities and implement solutions
- Maintain detailed knowledge of product offerings and service protocols
- Train junior representatives on best practices and company standards
- Generate monthly performance reports and customer feedback analysis
Qualifications
- 3+ years of remote customer service experience with tech/service industry
- Expertise in Zendesk, Salesforce, or similar CRM platforms
- Proven conflict resolution and de-escalation skills
- Strong typing proficiency (60+ WPM) and multitasking abilities
- Associate's degree in Business or related field preferred
- Reliable high-speed internet and quiet home office setup
- Ability to work flexible hours including weekends as needed