Job Description
Join our award-winning customer experience team in Baltimore! We're urgently seeking passionate Customer Service Representatives to deliver exceptional support to our growing client base. At Nexus Solutions Group, we invest in our people through comprehensive training, career advancement opportunities, and a collaborative work environment. Enjoy competitive benefits, flexible scheduling options, and the chance to make a real impact in our clients' lives.
Why Join Us?
- Industry-leading onboarding program with paid training
- Clear career path to senior roles and management
- Modern downtown Baltimore office with stunning harbor views
- Comprehensive health, dental, and vision benefits
- Generous PTO and company wellness initiatives
Responsibilities
- Handle incoming customer inquiries via phone, email, and chat with exceptional professionalism
- Resolve complex customer issues using our CRM system and knowledge base
- Collaborate with technical teams to escalate specialized problems
- Document all interactions accurately in our customer management platform
- Meet and exceed monthly performance metrics for resolution time and customer satisfaction
- Proactively identify opportunities to improve customer experience workflows
- Maintain detailed knowledge of product offerings and service protocols
Qualifications
- Minimum 1 year of customer service experience in a high-volume environment
- Exceptional verbal and written communication skills
- Proficiency with CRM software (Salesforce or Zendesk preferred)
- Ability to multitask and prioritize in fast-paced settings
- Strong problem-solving and conflict resolution abilities
- High school diploma or equivalent; college degree a plus
- Must be available to work flexible shifts including evenings and weekends
- Baltimore residents strongly encouraged to apply