Job Description
Join our award-winning customer experience team in Fresno! At Nexus Solutions Group, we're transforming how businesses connect with their clients. As a Customer Service Representative, you'll be the heart of our operations, delivering exceptional support that drives loyalty and growth. We offer competitive compensation, comprehensive benefits, and a dynamic work culture where your voice matters.
Our Fresno office features modern amenities, flexible scheduling options, and opportunities for career advancement. We invest in our people through continuous training programs and performance-based incentives. If you're passionate about problem-solving and thrive in a fast-paced environment, this role is your gateway to a fulfilling career in customer experience.
Responsibilities
- Handle 50-70 inbound/outbound customer calls daily with empathy and professionalism
- Resolve complex billing, technical, and product inquiries using CRM systems
- Document interactions accurately in Salesforce and maintain detailed case notes
- Collaborate with technical teams to escalate unresolved issues efficiently
- Meet/exceed monthly KPIs for CSAT, resolution time, and first-contact resolution
- Participate in weekly training sessions to enhance product knowledge
- Identify upsell opportunities and contribute to revenue growth targets
Qualifications
- 2+ years of customer service experience in high-volume contact centers
- Proficiency with Salesforce, Zendesk, or similar CRM platforms
- Exceptional verbal/written communication skills in English and Spanish
- Proven ability to de-escalate sensitive situations with composure
- Associate's degree or equivalent professional certification preferred
- Strong analytical skills for interpreting customer data and trends
- Availability to work flexible shifts including evenings/weekends
- Typing speed of 45+ WPM with 98% accuracy