Job Description
Join NexusConnect Solutions as a Senior Customer Support Specialist and become the voice of excellence for our Fortune 500 clients in the Washington DC metro area. This fully remote position offers the perfect blend of challenging work, competitive compensation, and work-life balance. You'll represent industry-leading brands while working from your Virginia home office with full equipment support and comprehensive benefits.
Why NexusConnect? We invest in our people with:
- Industry-leading training and career advancement paths
- Comprehensive health, dental, and vision insurance
- 401(k) matching program
- Monthly performance bonuses and quarterly incentives
- Home office stipend and equipment allowance
Responsibilities
- Handle complex inbound/outbound calls and digital communications for high-value client accounts
- Resolve customer inquiries regarding billing, technical support, and service modifications
- Document interactions in CRM systems with 98%+ accuracy
- Collaborate with technical teams to troubleshoot escalated issues
- Maintain 92%+ customer satisfaction score through personalized solutions
- Participate in monthly improvement initiatives and cross-team projects
- Adhere to PCI compliance and data security protocols
Qualifications
- 3+ years of customer service experience in high-volume call centers
- Proficiency with CRM platforms (Salesforce preferred)
- Exceptional communication skills with neutral or clear American English accent
- Ability to work independently with minimal supervision
- Strong problem-solving skills for technical and non-technical issues
- High-speed home internet connection (minimum 50 Mbps)
- Quiet, dedicated workspace free from distractions
- Must be a Virginia resident with legal authorization to work in the US