Job Description
Join our award-winning customer experience team in Indianapolis! Nexus Solutions Group is urgently seeking passionate Customer Service Representatives to deliver exceptional support to our growing client base. Enjoy a collaborative environment with competitive benefits, career advancement opportunities, and the chance to make a real impact. Our state-of-the-art downtown facility offers modern amenities and a supportive culture focused on employee growth and recognition.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with empathy and efficiency
- Resolve product/service issues using proprietary CRM systems and knowledge bases
- Document interactions accurately in Salesforce and maintain detailed case notes
- Collaborate with technical teams to resolve complex customer escalations
- Identify upsell opportunities and promote premium service offerings
- Meet/exceed performance metrics including CSAT scores and first-call resolution rates
- Participate in ongoing product training and process improvement initiatives
Qualifications
- 1+ years of customer service experience in high-volume environments
- Proficiency with CRM platforms (Salesforce preferred) and MS Office Suite
- Exceptional communication skills with clear, professional phone etiquette
- Ability to multitask in fast-paced digital and voice channels
- Problem-solving mindset with strong analytical abilities
- High school diploma or equivalent; college degree preferred
- Flexible availability including evenings and weekends as needed
- Positive attitude and commitment to customer-centric values