Job Description
Join our award-winning customer experience team as a Remote Customer Service Specialist at Nexus Solutions Group. We're seeking passionate professionals to deliver exceptional support from the comfort of your Indianapolis home office. Enjoy competitive pay, comprehensive benefits, and a supportive virtual work environment where your skills make a real difference.
As a key member of our CX division, you'll handle inbound customer inquiries with empathy and efficiency, resolving issues while building lasting relationships. We provide all necessary equipment and training to ensure your success in this remote role.
Responsibilities
- Handle high-volume customer inquiries via phone, email, and chat with 95%+ satisfaction metrics
- Resolve billing, technical, and account issues using CRM tools and knowledge base
- Document interactions accurately in Salesforce and maintain detailed case notes
- Collaborate with cross-functional teams to resolve complex customer escalations
- Meet/exceed daily performance targets for call handling time and resolution rates
- Participate in ongoing training to master product updates and service protocols
Qualifications
- 2+ years customer service experience in remote or hybrid environment
- Exceptional verbal/written communication skills with neutral accent
- Proficiency with CRM platforms (Salesforce preferred) and MS Office Suite
- High-speed internet connection (minimum 50 Mbps) and quiet home office space
- Ability to work flexible shifts including evenings/weekends as needed
- Strong problem-solving skills with ability to de-escalate tense situations
- Valid Indiana work authorization and ability to pass background check