Job Description
Join Seattle's premier customer experience leader as a Senior Customer Experience Specialist! We're seeking dynamic professionals to deliver exceptional service while driving customer loyalty and retention. Enjoy a modern downtown workspace, competitive compensation, and growth opportunities in a supportive environment.
Why Nexus Solutions Group?
• Industry-leading training programs
• Comprehensive health benefits package
• Career advancement pathways
• Collaborative team culture
• Performance-based incentives
Responsibilities
- Handle high-volume inbound/outbound calls with empathy and professionalism
- Resolve complex customer inquiries across multiple channels (phone, email, chat)
- Document interactions accurately in CRM systems while maintaining data integrity
- Collaborate with technical teams to resolve escalated issues
- Meet/exceed performance metrics (CSAT, FCR, AHT)
- Participate in continuous improvement initiatives
- Mentor junior agents on best practices
Qualifications
- 2+ years customer service experience in high-volume environments
- Exceptional verbal/written communication skills
- Proficiency with CRM platforms (Salesforce preferred)
- Ability to navigate multiple systems simultaneously
- Strong problem-solving and conflict resolution abilities
- High school diploma or equivalent (Bachelor's preferred)
- Available to work flexible schedules including evenings/weekends
- Passion for customer advocacy