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 their homes in Charlotte, NC. Enjoy competitive compensation, comprehensive benefits, and a flexible work environment while making a tangible impact on our clients' success.
What We Offer:
- Industry-leading training program
- Health, dental, and vision insurance
- 401(k) with company match
- Home office equipment stipend
- Paid time off and holidays
Responsibilities
- Handle inbound customer inquiries via phone, email, and chat with professionalism and empathy
- Resolve product/service issues using CRM tools and knowledge base resources
- Document interactions accurately in Salesforce and maintain detailed case notes
- Collaborate with technical teams to resolve complex escalations
- Meet/exceed quality metrics (CSAT, FCR, AHT)
- Identify upsell opportunities for existing clients
- Participate in weekly team training sessions
Qualifications
- 1+ years of customer service experience in B2B/B2C environments
- Proficiency with CRM platforms (Salesforce preferred)
- Exceptional written and verbal communication skills
- High-speed home internet connection (minimum 50 Mbps)
- Quiet, dedicated workspace free from distractions
- Ability to work independently with minimal supervision
- Experience with Zendesk or similar ticketing systems
- High school diploma or equivalent (degree preferred)