Job Description
Immediate opportunity for Customer Service Superstars in Cleveland! Join our dynamic team at Nexus Solutions Group where your talent makes a real difference. We're urgently seeking passionate individuals to deliver exceptional customer experiences while supporting our Fortune 500 clients. This is your chance to launch or advance your career in a supportive, growth-oriented environment with comprehensive training and clear advancement paths.
Why join us?
• Competitive hourly rates with performance incentives
• Comprehensive benefits package (Day 1 eligibility)
• Modern downtown Cleveland office with free parking
• Paid training and professional development
• Collaborative team culture focused on recognition and growth
Responsibilities
- Handle 50-80 inbound/outbound customer calls daily via phone, email, and chat
- Resolve billing inquiries, technical issues, and service complaints with empathy and efficiency
- Document interactions in CRM systems with 100% accuracy and timeliness
- Collaborate with technical teams to escalate complex issues and ensure resolution
- Meet/exceed key performance metrics (CSAT, FCR, AHT)
- Participate in continuous improvement initiatives to enhance service quality
- Maintain thorough product knowledge through ongoing training modules
Qualifications
- Minimum 1 year customer service experience in high-volume environment
- Exceptional verbal/written communication skills with neutral accent
- Proficient in CRM platforms (Salesforce preferred) and MS Office Suite
- Ability to multitask in fast-paced digital/voice channels
- High school diploma or equivalent; college degree preferred
- Flexible availability including evenings/weekends as needed
- Strong problem-solving skills with conflict resolution aptitude
- U.S. work authorization and reliable transportation to downtown office