[Hiring] Customer Experience Specialist @Nexa

Role Description

Join Our Team! We are looking for friendly, dependable, and detail-oriented individuals who enjoy helping others and delivering outstanding customer service. As a Customer Experience Specialist, you will be the welcoming voice behind the businesses we support, making a positive difference one call at a time.

What makes this opportunity different?

• 100% Inbound Calls: There are zero sales, telemarketing, or cold calls involved. Your entire focus will be on providing quality assistance and care for callers reaching us.
• No Experience Necessary: Whether you are looking to launch a brand-new career path or bring your existing customer service background to a supportive company that genuinely values your contributions, we have you covered.
• Comprehensive Paid Training: We provide extensive, fully paid training starting at your very first day to ensure you have all the tools, resources, technology, and confidence needed to succeed and thrive from day one.

Day-to-Day Responsibilities:

• Inbound Call Handling: Field incoming calls efficiently while consistently maintaining a warm, positive, empathetic, and supportive tone.
• Information Capture and Routing: Accurately document important caller details, relay urgent messages promptly, and transfer calls to the correct departments or personnel.
• Software Navigation: Seamlessly navigate our customer internal call-management software to address caller inquiries swiftly and effectively.
• Quality and Performance: Maintain high standards of consistency by meeting and exceeding key performance indicators, schedule adherence, and quality assurance metrics.
• Team Collaboration: Foster a positive work environment by communicating effectively with peers, team leaders, and management.

Qualifications

• Exceptional Communication Skills: Outstanding phone etiquette paired with a warm, professional manner, along with strong command of standard written and spoken English (including accurate spelling and grammar).
• Client-First Mindset: A warm, professional tone of voice that naturally conveys empathy, active listening, and genuine care.
• Technical Aptitude: Basic computer literacy, comfortable working knowledge of Microsoft Windows environment and basic office applications, and the ability to type at least 35+ words per minute.
• Strong Work Ethic: High reliability, strong attention to detail, and a stellar record of punctual attendance.
• Schedule Flexibility: Willingness and availability to work one weekend day per week (Saturday or Sunday) as well as assigned holidays as we are a dedicated 24/7/365 operation.
• Minimum of a High School Diploma or GED and at least 18 years of age.
• Must reside in Arizona (excluding Flagstaff).

Requirements

• Must have a dedicated, quiet and distraction free home office environment that allows for continuous focus and uninterrupted phone availability.
• High-speed internet that can pass our speed test.
• Internet speeds of 50 Mbps Download/10 Mbps Upload.
• A hardwired internet connection (a direct Ethernet cable connection).
• No Wi-fi, cellular hotspots, DSL, satellite, or dial-up services as primary connections.
• PC or Laptop with Windows 11 or higher and at least 1 GB of available storage.
• No Chromebooks, Apple Products, tablets as they are not compatible with our systems.
• Two monitors that meet a screen display resolution of 1600x900.
• A high-quality wired USB headset with a built-in microphone (No Bluetooth).

Benefits

• Paid Training and Ongoing Support: Thorough onboarding to set you up for success.
• Paid Time Off (PTO): Generous PTO to support your work-life balance.
• Retirement Planning: 401(k) plan with competitive company matching contributions.
• Employee Stock Ownership Plan (ESOP): Gain a real financial stake and share in our company's growth.
• Comprehensive Healthcare: Medical, Dental, and Vision coverage.
• Life and Legal Insurance: Employer-provided life insurance and specialized legal assistance benefits.
• (Note: Waiting periods may apply for certain benefits.)