About nexawork – Pioneering the Future of Online Education
nexawork is a leading global provider of innovative online learning solutions, empowering adult learners to achieve their academic and professional aspirations. With a vibrant community spanning the United States and dozens of international markets, nexawork delivers more than 100 accredited degree and certificate programs across a wide range of disciplines. Our mission is to create lasting social impact by equipping students with the knowledge, skills, and confidence they need to thrive in a rapidly changing world.
At nexawork, we champion a culture of collaboration, creativity, and flexibility. Whether you work from a home office, a co‑working space, or one of our hybrid locations, you’ll be part of a supportive team that values continuous learning, diversity of thought, and a relentless focus on student success.
Why This Role Matters
The Evening & Weekend Customer Service Representative is the frontline ambassador for nexawork’s online student community. Working evenings and weekends, you will provide “concierge‑level” assistance through phone, email, and live chat, ensuring that every learner feels heard, supported, and ready to succeed. Your expertise will directly influence student retention, satisfaction, and the overall reputation of nexawork as a premier destination for flexible higher education.
Key Responsibilities – What You’ll Do Every Day
- Deliver exceptional, multi‑channel support to students via phone, email, and live chat, handling inquiries related to enrollment, tuition, technical issues, course materials, and the nursing field experience process.
- Guide new students through orientation and technical readiness, walking them step‑by‑step through the online learning platform, ensuring they can log in, access resources, and begin coursework without friction.
- Troubleshoot technical problems ranging from login errors to platform navigation challenges, escalating complex issues to Tier 2 specialists when necessary.
- Maintain strict confidentiality of personally identifiable information (PII), financial data, and FERPA‑protected records, adhering to nexawork’s security policies at all times.
- Collect and verify financially sensitive information with the highest degree of accuracy and discretion, supporting tuition payment processing and scholarship verification.
- Identify patterns and propose improvements by capturing student feedback, analyzing recurring issues, and collaborating with cross‑functional teams to refine processes and enhance the overall student experience.
- Participate in project‑based initiatives aimed at elevating service levels, such as developing knowledge‑base articles, creating training modules for new hires, and piloting automation tools.
- Maintain a positive, solution‑focused attitude when de‑escalating upset or frustrated students, turning challenging interactions into opportunities for loyalty building.
- Collaborate closely with teammates in a dynamic, shift‑based environment, sharing best practices, supporting coverage needs, and contributing to a culture of continuous improvement.
- Perform additional duties as assigned, including occasional office visits for team meetings, training sessions, or special events, depending on business needs.
Essential Qualifications – What You Must Bring
- A high school diploma or equivalent is required; a Bachelor’s degree is preferred.
- Minimum of one year of experience in a service‑oriented environment, technical support, or a related field where you regularly interacted with customers or students.
- Demonstrated ability to handle financially sensitive information with absolute confidentiality and accuracy.
- Strong verbal and written communication skills, with the ability to convey complex information clearly and empathetically.
- Proficiency with the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and comfort navigating multiple web‑based platforms simultaneously.
- Excellent problem‑solving abilities, with a track record of resolving issues from initial request through successful resolution.
- Experience de‑escalating upset customers and turning negative experiences into positive outcomes.
- Ability to work flexible evening and weekend hours, adapting to variable call volumes and peak periods.
- Commitment to the mission of education and a genuine desire to help adult learners succeed.
Preferred Qualifications – What Sets You Apart
- Bachelor’s degree in Education, Business Administration, Communications, or a related discipline.
- Previous experience in higher education, especially within an online or distance‑learning environment.
- Familiarity with learning management systems (LMS) such as Canvas, Blackboard, or Moodle.
- Experience using customer relationship management (CRM) tools like Salesforce, Zendesk, or Freshdesk.
- Certification in customer service excellence (e.g., HDI, COPC) or technical support (e.g., CompTIA A+).
- Multilingual abilities that enable you to support a diverse, global student body.
Core Skills & Competencies – The DNA of Success
- Empathy & Active Listening: Ability to understand student concerns, ask clarifying questions, and respond with genuine care.
- Technical Aptitude: Quick learner of new software, comfortable troubleshooting hardware and software issues.
- Organizational Agility: Manage multiple cases, databases, and communication channels without sacrificing quality.
- Attention to Detail: Precise data entry, especially when handling financial and PII data.
- Team Collaboration: Share knowledge, support peers during high‑volume periods, and contribute to a positive team culture.
- Adaptability: Thrive in a fast‑changing environment, embracing new tools, policies, and student expectations.
- Time Management: Prioritize tasks effectively to meet service level agreements (SLAs) and response time targets.
Career Development & Learning Opportunities
nexawork invests heavily in the professional growth of its employees. As a Customer Service Representative, you will have access to:
- Structured onboarding that includes product training, platform certifications, and mentorship from senior support specialists.
- Ongoing skill‑building workshops covering advanced communication techniques, conflict resolution, and emerging educational technologies.
- Opportunities to transition into team lead, quality assurance, or training specialist roles after demonstrating consistent performance.
- Tuition assistance for further education, including certifications that align with nexawork’s mission.
- Access to a robust internal learning portal with courses on data privacy, FERPA compliance, and customer experience design.
Compensation, Perks & Benefits
nexawork offers a competitive salary range of $16.65 – $27.36 per hour, calibrated based on experience, location, and relevant certifications. In addition to base pay, you’ll enjoy a comprehensive benefits package that includes:
- Medical, dental, and vision insurance with multiple plan options.
- Life and disability coverage to protect you and your loved ones.
- 401(k) retirement plan with a generous 6% employer match.
- Paid time off: 15 vacation days per calendar year, plus 12 paid holidays and 2 floating holidays for personal observances.
- Employee assistance program (EAP) for mental health, counseling, and financial wellness.
- Remote work stipend to support home‑office setup (ergonomic chair, high‑speed internet, etc.).
- Recognition programs that celebrate outstanding service, innovation, and teamwork.
Work Environment & Culture at nexawork
Our culture is built on three pillars: Collaboration, Innovation, and Flexibility. Whether you are a remote employee living 200 miles away from our nearest hub or a hybrid team member who enjoys occasional in‑person interaction, you will experience:
- A supportive leadership team that encourages open dialogue and values employee feedback.
- Regular virtual town halls, coffee chats, and team‑building activities that keep remote staff connected.
- Commitment to diversity, equity, and inclusion – we celebrate a workforce that reflects the global student community we serve.
- Transparent performance metrics and clear pathways for advancement.
- State‑of‑the‑art collaboration tools (Slack, Microsoft Teams, Zoom) that make remote teamwork seamless.
Simple Application Process – Take the Next Step
Ready to become a trusted guide for nexawork’s evening and weekend learners? The application process is straightforward:
- Click the Apply Now button below.
- Complete the short online questionnaire and upload your résumé.
- Our Talent Acquisition team will review your submission and reach out within 48 hours to schedule a brief introductory call.
- Participate in a virtual interview that showcases your problem‑solving abilities and customer‑centric mindset.
- Receive an offer, complete onboarding, and start making an impact within days.
Why Join nexawork?
At nexawork, you are not just filling a seat; you are becoming part of a purpose‑driven organization that transforms lives through education. Your work will directly influence student success, retention, and satisfaction, while you enjoy a flexible schedule, competitive compensation, and a clear roadmap for career progression.
If you thrive in a fast‑paced, student‑focused environment and are passionate about delivering world‑class service, we want to hear from you.
Apply Today
Click the link below to submit your application. We look forward to welcoming you to the nexawork family!
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