Job Description
Are you a natural problem solver with a passion for helping people? NexGen Solutions is looking for a dedicated Customer Service Representative to join our high-performing team in Charlotte, NC.
We are more than just a call center; we are a community of empathetic professionals committed to delivering exceptional client experiences. If you thrive in a fast-paced environment and want to make a real impact on customer satisfaction, we want to hear from you.
What You Will Do:
As a Customer Service Representative, you will serve as the face of NexGen Solutions, ensuring our clients feel heard and valued. You will manage inquiries, resolve complaints, and guide users through our products with professionalism and warmth.
Responsibilities
- Manage high-volume inbound and outbound customer calls, emails, and live chat inquiries.
- Resolve complex customer issues and complaints with patience, empathy, and efficiency.
- Accurately document all customer interactions, account details, and issue resolutions in our CRM system.
- Identify opportunities to upsell or cross-sell products and services to existing clients.
- Collaborate with internal teams to escalate complex technical issues and ensure follow-through.
- Stay up-to-date with product knowledge and policy changes to provide accurate information.
Qualifications
- High school diploma or GED required; associate degree or prior customer service experience is a plus.
- Proven experience in customer support, call center operations, or a related field.
- Strong verbal and written communication skills with a focus on tone and clarity.
- Proficiency with computer systems, MS Office, and CRM software (e.g., Zendesk, Salesforce).
- Ability to remain calm under pressure and handle difficult situations with professionalism.
- Must be authorized to work in the United States.