Job Description
Join our award-winning customer experience team at Nexus Solutions Inc., where innovation meets empathy. We're seeking a dedicated Customer Service Specialist to become the voice of our brand and transform customer interactions into memorable experiences. In this dynamic role, you'll leverage cutting-edge CRM tools to resolve inquiries, build lasting relationships, and drive customer loyalty. Our Austin-based team thrives on collaboration, continuous learning, and celebrating wins together. Enjoy competitive benefits, professional development stipends, and a vibrant work culture in the heart of Texas' tech corridor.
Responsibilities
- Deliver exceptional customer support via phone, email, and live chat with 95%+ satisfaction ratings
- Resolve complex billing, technical, and product inquiries using Salesforce and Zendesk
- Collaborate with cross-functional teams to escalate and resolve systemic issues
- Document interactions accurately and contribute to knowledge base improvements
- Identify upsell opportunities and promote new services ethically
- Maintain performance metrics: <25% average handle time, >90% first-contact resolution
Qualifications
- 3+ years in B2B/B2C customer service with CRM proficiency
- Proven conflict resolution skills with empathy-driven approach
- Strong written/verbal communication and active listening abilities
- Experience with SaaS products or tech support preferred
- Ability to thrive in fast-paced, metrics-driven environment
- High school diploma; associate's degree or relevant certification a plus
- Proficient in Microsoft Office and multilingual (Spanish) a significant advantage