Job Description
Join our award-winning customer experience team as a Senior Customer Support Specialist! NexaCare Solutions is seeking passionate, tech-savvy professionals to deliver exceptional service to our Philadelphia-based clients while working fully remote from Virginia. Enjoy competitive pay, comprehensive benefits, and career growth in a dynamic environment. If you thrive in fast-paced settings and excel at problem-solving, this is your opportunity to make a meaningful impact.
Responsibilities
- Handle inbound/outbound calls for Philadelphia-area clients with empathy and efficiency
- Resolve complex customer inquiries using CRM systems (Salesforce, Zendesk)
- Document interactions and maintain accurate case records in compliance protocols
- Collaborate with cross-functional teams to address escalated issues
- Meet/exceed performance metrics (CSAT, AHT, FCR) while maintaining quality
- Participate in continuous training on products and communication techniques
- Support weekend/holiday shifts as per team rotation schedule
Qualifications
- Minimum 2 years of high-volume call center experience
- Proven track record of exceeding customer satisfaction targets
- Proficiency with CRM platforms and Microsoft Office Suite
- Exceptional verbal/written communication skills with neutral accent
- Ability to multitask in high-pressure environments
- High school diploma or equivalent; college degree preferred
- Reliable high-speed internet and quiet home office setup
- Must reside in Virginia with legal authorization to work