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About nexahire – Securing Peace of Mind Worldwide
nexahire is a global leader dedicated to protecting people, property, and communities through innovative security solutions. With a portfolio of more than 30 trusted brands and a workforce of over 12,000 professionals, we deliver cutting‑edge products and services to customers in more than 130 countries. Our mission is simple: create peace of mind by pioneering safety and security. In 2024, nexahire was honored with the nexahire Exceptional Workplace Award, recognizing our commitment to an engaged, strengths‑based culture where every employee can thrive.
Position Overview
We are seeking a self‑motivated, results‑driven Remote Full‑Time Customer Service Representative to join our dynamic service team. This role is based in Maryland but operates entirely remotely, supporting customers across the Eastern Standard Time (EST) zone. As the front‑line voice of nexahire, you will verify the accuracy of service orders, respond to customer inquiries, and collaborate closely with internal teams to ensure seamless service delivery.
Key Responsibilities
- Order Verification & Processing: Review, edit, and validate service requests submitted through multiple inbound platforms such as Five9, Service Channel, and FM Pilot.
- Data Integrity Management: Initiate corrective actions and maintain up‑to‑date customer master data to guarantee accurate billing and service execution.
- Cross‑Functional Collaboration: Communicate daily with sales, field operations, and technical support teams to resolve issues and streamline workflows.
- Process Improvement: Recommend enhancements to existing call‑center procedures and system configurations to boost efficiency, responsiveness, and overall customer satisfaction.
- Backup Support: Provide coverage for teammates during peak periods, on‑call shifts, or when additional assistance is required.
- Customer Interaction: Deliver prompt, courteous, and knowledgeable responses to general inquiries, leveraging provided training materials and product documentation.
- Professional Conduct: Uphold the highest standards of professionalism, respect, and confidentiality when engaging with both external customers and internal stakeholders.
- Team Contribution: Participate in team meetings, share insights, and assist with ad‑hoc projects that support the broader objectives of the service department.
- Continuous Learning: Stay current on nexahire product lines, industry trends, and emerging technologies to provide value‑added support.
Essential Qualifications
- High School Diploma or GED; 1–3 years of relevant customer service experience, or an equivalent combination of education and work experience.
- Ability to work on Eastern Standard Time (EST) schedule, including the required shift pattern: Tuesdays & Thursdays 8:30 am–7:00 pm, Saturdays & Sundays 9:00 pm–7:30 am.
- Proficient computer skills with a strong aptitude for learning new software platforms quickly.
- Flexible, cooperative, and proactive attitude with a demonstrated ability to work independently and as part of a collaborative team.
- Strong decision‑making and troubleshooting capabilities, especially in a remote environment.
- Detail‑oriented mindset with a commitment to delivering accurate and timely results.
- Basic familiarity with SAP is a plus, though not mandatory.
Preferred Qualifications & Skills
- Associate’s degree in Business, Communications, or a related field.
- Experience with Microsoft Dynamics 365 (D365) or similar CRM platforms.
- Hands‑on knowledge of Five9 call‑center software.
- Previous exposure to service‑order management or field‑service coordination.
- Excellent written and verbal communication skills, with a focus on clarity and empathy.
- Demonstrated ability to manage multiple priorities in a fast‑paced, remote setting.
Core Competencies for Success
- Customer‑Centric Mindset: Prioritize the customer’s experience and strive to exceed expectations at every interaction.
- Analytical Thinking: Assess data, identify patterns, and propose actionable solutions to improve service processes.
- Technical Agility: Quickly adapt to new tools, platforms, and product information.
- Collaboration: Build strong relationships across departments, fostering a unified approach to problem‑solving.
- Resilience: Maintain composure and professionalism during high‑volume periods or challenging situations.
Why Choose nexahire?
nexahire isn’t just a workplace—it’s a community where growth, well‑being, and purpose intersect. Below are the reasons our employees love being part of the nexahire family:
Career Growth & Development
- Access to a robust learning platform that includes certifications, webinars, and mentorship programs.
- Opportunities to advance into senior support roles, team leadership, or specialized technical positions.
- Regular performance reviews focused on strengths‑based development, guided by the CliftonStrengths assessment.
- Tuition reimbursement for continued education and professional certifications.
Compensation & Benefits
While exact compensation will be aligned with experience and market standards, the anticipated base hourly range is $15.14–$26.82. In addition to competitive pay, nexahire offers a comprehensive benefits package that includes:
- Medical, dental, and vision coverage designed to keep you “safe and healthy.”
- Generous paid vacation and sick leave to support work‑life balance.
- 401(k) retirement plan with a 6% company match and no vesting period.
- Health Savings Account (HSA) and Flexible Spending Account (FSA) options for tax‑advantaged savings.
- Short‑term and long‑term disability insurance fully funded by nexahire.
- Term life insurance with the option to purchase supplemental coverage.
- Wellness program that rewards you up to $2,000 for completing health‑focused activities.
- Employee discounts through the Perks at Work platform.
- Community involvement initiatives that let you give back and “serve others, not yourself.”
Culture & Work Environment
At nexahire, we celebrate diversity, inclusion, and authenticity. Our culture is built on the belief that every voice matters and that a supportive environment fuels innovation. Highlights include:
- Recognition as an nexahire Exceptional Workplace Award winner for two consecutive years.
- Flexible remote work arrangements that empower you to thrive from anywhere within the EST zone.
- Regular virtual team‑building events, town halls, and recognition programs.
- Commitment to equitable hiring practices, ensuring candidates from all backgrounds feel welcomed.
- Accommodations available for applicants and employees with disabilities.
Compensation Transparency
Our compensation philosophy is rooted in fairness and market competitiveness. The hourly wage range reflects the breadth of experience and skill levels we consider. Additional performance‑based incentives may be offered based on individual and team achievements.
How to Apply
If you are passionate about delivering exceptional service, enjoy solving problems, and want to be part of a forward‑thinking organization, we encourage you to apply today. Even if you don’t meet every single qualification, we value diverse experiences and believe you could be the perfect fit for our team.
Click the “Apply Now” button below to submit your application. Should you require any accommodations during the hiring process, please let us know, and we will gladly assist.
Join nexahire and help us make tomorrow’s world a safer place!
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