Job Description
Join our award-winning customer experience team at Nexus Communications and transform your career with industry-leading compensation and growth opportunities. As a premier BPO partner to Fortune 500 companies, we offer Lincoln's most competitive pay structure with uncapped earning potential through performance bonuses. Enjoy comprehensive benefits including health/dental/vision, 401(k) matching, paid training, and career advancement pathways into leadership roles. Our state-of-the-art facility features ergonomic workstations, wellness programs, and flexible scheduling options. Work remotely 2 days/week after training!
Responsibilities
- Handle inbound/outbound calls for high-value clients with premium service standards
- Resolve complex customer inquiries using CRM tools and multi-channel support (chat/email)
- Meet/exceed performance metrics including CSAT scores, resolution rates, and KPIs
- Collaborate with specialized teams to deliver seamless omnichannel experiences
- Participate in continuous improvement initiatives and process optimization
- Maintain detailed documentation of customer interactions and resolutions
- Support product launches and special campaigns during peak periods
Qualifications
- 2+ years customer service or call center experience
- Proven track record of meeting/exceeding performance targets
- Proficiency with CRM platforms (Salesforce preferred)
- Exceptional problem-solving and conflict resolution skills
- Strong typing speed (40+ WPM) and computer navigation abilities
- Ability to work flexible shifts including evenings/weekends
- High school diploma or equivalent; college degree preferred
- Passion for customer advocacy and continuous learning