Job Description
Join our award-winning remote team as a Night Shift Customer Service Representative! We're seeking dedicated professionals to deliver exceptional support from home while our West Coast clients sleep. This role offers competitive pay, full benefits, and the flexibility of remote work with structured night hours.
Why Nexus Solutions?
- Industry-leading training and career growth
- Comprehensive health/dental/vision benefits
- Home office equipment stipend
- 24/7 technical support
- Monthly performance bonuses
Responsibilities
- Handle inbound customer inquiries via phone, email, and chat during night shift hours (10 PM - 6 AM PT)
- Resolve billing, technical, and product issues with empathy and efficiency
- Maintain detailed records in Salesforce CRM with 99% accuracy
- Collaborate with day-shift teams using Slack for seamless handoffs
- Meet KPIs: 95% CSAT, <60s response time, and <15% AHT
- Participate in monthly virtual training sessions
- Identify process improvement opportunities
Qualifications
- 2+ years customer service experience (remote preferred)
- Typing speed: 45+ WPM with 98% accuracy
- Proficient in CRM platforms (Salesforce experience a plus)
- Quiet home office with reliable internet (>50 Mbps)
- Ability to work independently during night hours
- Strong problem-solving and conflict resolution skills
- Flexible schedule availability for weekend shifts
- High school diploma or equivalent