Job Description
Join our award-winning customer experience team as a Remote Weekend Shift Specialist in Kansas City! We're seeking tech-savvy professionals to deliver exceptional support during peak weekend hours while enjoying full remote flexibility. This role offers competitive compensation, comprehensive benefits, and the opportunity to impact thousands of customers from the comfort of your home office.
At NexusConnect Solutions, we pride ourselves on fostering an inclusive culture that values work-life balance. You'll receive paid training, ongoing development opportunities, and access to our premium wellness program—all while representing a Fortune 500 company recognized for employee satisfaction.
Responsibilities
- Deliver multi-channel support (phone, chat, email) to weekend customers across North America
- Resolve technical issues, billing inquiries, and service disruptions with efficiency
- Document interactions using Salesforce CRM and maintain detailed case notes
- Collaborate with weekday teams via Slack for seamless customer handoffs
- Identify process improvement opportunities and contribute to knowledge base updates
- Meet/exceed weekly performance metrics (CSAT, resolution time, first-contact rate)
- Participate in weekend on-call rotation for critical incident response
Qualifications
- 2+ years customer service experience with remote work preference
- Proficiency in CRM platforms (Salesforce preferred) and ticketing systems
- Exceptional communication skills with ability to de-escalate complex situations
- Reliable high-speed internet and quiet home office setup
- Availability Saturdays and Sundays (8am-8pm CST) with flexible scheduling
- Associate degree or equivalent technical certification (CompTIA A+ helpful)
- Typing speed of 45+ WPM with 95% accuracy in documentation
- Experience with video conferencing tools (Zoom, Teams) and collaborative platforms