Job Description
Join our award-winning customer experience team at Nexus Solutions Inc. in Sacramento! We're seeking a passionate Senior Customer Service Representative to deliver exceptional support while driving customer loyalty and retention. This role offers competitive compensation, comprehensive benefits, and opportunities for career growth in a dynamic tech environment.
As a key member of our support division, you'll handle complex inquiries across multiple channels while maintaining our industry-leading satisfaction scores. Our team thrives on innovation and collaboration, offering daily challenges that sharpen your problem-solving abilities.
Responsibilities
- Resolve escalated customer issues with empathy and efficiency via phone, email, and live chat
- Document interactions accurately in Salesforce CRM while maintaining 99% data integrity
- Collaborate with technical teams to troubleshoot product issues and implement solutions
- Identify upsell opportunities through needs-based consultative conversations
- Maintain 95%+ customer satisfaction score with personalized support
- Contribute to process improvements through weekly team feedback sessions
- Mentor new hires on company protocols and best practices
Qualifications
- 3+ years of customer service experience with tech/SaaS industry preference
- Proficiency in Salesforce, Zendesk, and Microsoft Office Suite
- Exceptional conflict resolution skills with proven de-escalation techniques
- Strong analytical abilities to interpret customer feedback and trends
- High school diploma or equivalent; bachelor's degree preferred
- Ability to work flexible shifts including evenings and weekends
- Spanish bilingual certification a significant plus