Job Description
Join our award-winning customer experience team at Nexus Solutions! We're seeking a dedicated Senior Customer Service Representative to deliver exceptional support to our growing client base. In this vital role, you'll be the voice of our brand, resolving complex inquiries with empathy and precision while contributing to our industry-leading satisfaction metrics.
We offer a dynamic, inclusive environment where your growth matters. Enjoy competitive compensation, comprehensive benefits, and opportunities for career advancement within our rapidly expanding organization.
Responsibilities
- Handle high-volume inbound/outbound customer inquiries across multiple channels (phone, email, chat)
- Resolve complex billing, technical, and service issues with first-contact resolution excellence
- Document interactions accurately in CRM systems while maintaining strict confidentiality
- Collaborate with cross-functional teams to improve service processes and customer journeys
- Mentor junior representatives and contribute to knowledge base development
- Analyze customer feedback trends to identify service improvement opportunities
Qualifications
- 3+ years of proven customer service experience in a B2B environment
- Expertise in CRM platforms (Salesforce preferred) and ticketing systems
- Exceptional communication skills with demonstrated conflict resolution abilities
- Strong problem-solving skills with analytical mindset
- Proficiency in Microsoft Office Suite and multi-tasking abilities
- Customer certification (e.g., CCXP) or relevant degree preferred
- Ability to work flexible schedules including weekends/holidays