Job Description
Join Nexus Global Solutions as a Senior Customer Experience Specialist and transform how we serve our premium client base. This high-impact remote role combines competitive compensation with the flexibility to excel from home in Greensboro, NC. You'll be the cornerstone of our customer satisfaction strategy, delivering exceptional support that drives loyalty and revenue growth. Our comprehensive benefits package includes health insurance, retirement matching, and professional development stipends.
Responsibilities
- Deliver premium customer support via phone, email, and chat for high-value clients
- Resolve complex technical and billing issues with first-contact resolution excellence
- Proactively identify upsell opportunities through needs-based consultative selling
- Maintain detailed case documentation in Salesforce CRM with 99% accuracy
- Collaborate with cross-functional teams to improve service processes
- Monitor customer satisfaction metrics and implement improvement strategies
Qualifications
- 5+ years of B2B customer service experience in high-volume environments
- Expert proficiency with CRM platforms (Salesforce preferred)
- Exceptional conflict resolution and de-escalation skills
- Proven track record of meeting/exceeding performance targets
- Strong analytical skills with data-driven decision making
- Ability to work independently with minimal supervision
- Relevant industry certification (e.g., CCXP) preferred