Job Description
Join our award-winning customer experience team as a Senior Customer Service Representative! We're seeking passionate professionals to deliver exceptional support from the comfort of their Illinois homes. At NexusConnect Solutions, we empower our remote workforce with cutting-edge technology, comprehensive training, and a culture that values your growth. Enjoy competitive compensation, flexible scheduling, and benefits including health insurance, 401K matching, and professional development stipends. Be part of a company recognized as a Top 100 Remote Workplace!
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 95%+ satisfaction rating
- Resolve complex technical issues and billing discrepancies using CRM tools
- Document interactions accurately in Salesforce while maintaining strict data privacy standards
- Collaborate with technical support and billing departments to ensure seamless resolutions
- Meet/exceed monthly KPIs including average handle time and first contact resolution
- Contribute to process improvement initiatives through team feedback sessions
Qualifications
- 3+ years of high-volume call center or customer service experience
- Proficiency with CRM platforms (Salesforce preferred) and MS Office Suite
- Exceptional communication skills with clear, professional phone etiquette
- Strong problem-solving abilities with proven conflict resolution techniques
- Self-motivated with ability to work independently in remote environment
- High-speed home internet and quiet dedicated workspace
- Illinois residency required (must provide proof of residency)