About talentnexus
talentnexus is a leading engineering, repair, and logistics organization that powers the nation’s largest wireless telecommunications, high‑speed internet, and cable service providers. With more than 11,000 full‑time employees across 60 world‑class U.S. operations and a global footprint of over 20,000 staff members, talentnexus delivers mission‑critical solutions that keep millions of customers connected every day. Our legacy of innovation spans four decades, and our culture is built on collaboration, continuous learning, and a relentless focus on service excellence.
Why This Role Matters
As a Third‑Shift Customer Service Coordinator, you will be the voice of talentnexus during the night hours, ensuring that our key customers receive prompt, professional assistance. You’ll act as the bridge between client concerns and internal technical teams, creating and managing IT trouble tickets, verifying appointments, and handling authorizations—all while maintaining the high standards of communication and reliability that define talentnexus.
Key Responsibilities
- Customer Interaction: Receive, triage, and resolve inbound calls, emails, and mailed inquiries from designated customers.
- Issue Management: Accurately log and track IT trouble tickets, ensuring timely escalation to the appropriate technical specialists.
- Follow‑Up & Resolution: Proactively follow up on open tickets, provide status updates, and confirm resolution to the customer’s satisfaction.
- Appointment Verification: Verify scheduled service appointments, obtain necessary customer authorizations, and update system records accordingly.
- Clerical Support: Perform essential administrative duties such as data entry, document filing, and preparation of reports related to customer interactions.
- Continuous Improvement: Identify recurring issues, suggest process enhancements, and contribute to knowledge‑base articles that improve future service delivery.
- Team Collaboration: Work closely with day‑shift colleagues, technical support engineers, and account managers to ensure seamless hand‑offs and consistent service quality.
- Compliance & Documentation: Adhere to talentnexus’s privacy, security, and regulatory policies while maintaining accurate records of all communications.
- Other Duties: Undertake additional tasks as assigned, supporting the broader goals of the division and the organization.
Essential Qualifications
- High school diploma or GED required; Associate’s or Bachelor’s degree preferred.
- 2+ years of experience in a customer service, account management, or administrative role, preferably within a technology‑focused environment.
- Demonstrated ability to manage multiple tasks simultaneously while maintaining attention to detail.
- Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and experience using ticketing systems (e.g., ServiceNow, Remedy, or similar).
- Excellent written and verbal communication skills, with a professional telephone manner.
- Strong analytical and problem‑solving abilities, capable of diagnosing issues and guiding customers toward resolution.
- Ability to work independently during third‑shift hours, demonstrating self‑motivation and reliability.
- Capacity to meet performance guidelines and thrive under pressure while delivering consistent, high‑quality service.
Preferred Qualifications
- Experience supporting telecommunications or broadband service providers.
- Familiarity with ITIL or other IT service management frameworks.
- Previous exposure to CRM platforms such as Salesforce or Microsoft Dynamics.
- Certification in customer service excellence (e.g., HDI, COPC) or related technical certifications.
- Demonstrated track record of improving customer satisfaction scores or reducing ticket resolution times.
Core Competencies & Skills
- Communication: Clear, concise, and empathetic interaction with customers and internal teams.
- Organizational Ability: Systematic approach to handling high volumes of inquiries and tickets.
- Technical Aptitude: Quick learning of talentnexus’s proprietary tools and the ability to explain technical concepts in layman’s terms.
- Time Management: Prioritization of tasks to meet service level agreements (SLAs) and deadlines.
- Team Orientation: Collaborative mindset that supports cross‑functional initiatives and knowledge sharing.
- Attention to Detail: Accurate data entry and meticulous documentation to ensure compliance and audit readiness.
- Problem Solving: Ability to think critically, identify root causes, and propose effective solutions.
Career Growth & Learning Opportunities
talentnexus invests heavily in the professional development of its employees. As a Third‑Shift Customer Service Coordinator, you will have access to:
- Structured onboarding and mentorship programs that accelerate your mastery of talentnexus’s systems and processes.
- Continuous learning platforms offering courses in advanced customer service techniques, IT service management, and telecommunications fundamentals.
- Clear career pathways toward senior coordination roles, team lead positions, or specialized technical support tracks.
- Opportunities to participate in cross‑departmental projects, gaining exposure to engineering, logistics, and strategic planning functions.
- Regular performance reviews with constructive feedback and personalized development plans.
Compensation, Perks & Benefits
talentnexus offers a competitive compensation package that reflects the importance of the third‑shift role. While exact figures are tailored to experience and location, you can expect:
- Base salary commensurate with industry standards for night‑shift customer service professionals.
- Shift differential pay to recognize the unique demands of third‑shift work.
- Comprehensive health, dental, and vision insurance plans.
- Retirement savings options with company matching contributions.
- Paid time off, holidays, and flexible leave policies.
- Employee assistance programs, wellness initiatives, and access to mental‑health resources.
- Discounted or complimentary services from talentnexus’s telecommunications partners.
- Opportunities for tuition reimbursement and certification funding.
Work Environment & Culture at talentnexus
Our night‑shift teams operate in a supportive, technology‑enabled environment that values safety, respect, and collaboration. Key cultural pillars include:
- Safety First: Robust security protocols and a commitment to a hazard‑free workplace.
- Diversity & Inclusion: A workforce that reflects a broad range of backgrounds, perspectives, and experiences.
- Innovation Mindset: Encouragement to suggest improvements and adopt new tools that enhance service delivery.
- Recognition: Regular acknowledgment of outstanding performance through awards, shout‑outs, and career advancement.
- Community Engagement: Participation in volunteer initiatives and corporate social responsibility programs.
Application Process
Ready to become a vital part of talentnexus’s night‑shift support team? Follow these steps:
- Prepare an up‑to‑date resume highlighting relevant customer service and administrative experience.
- Craft a concise cover letter that explains why you’re passionate about supporting telecommunications customers during third‑shift hours.
- Submit your application through our online portal or click the “Apply Job!” link below.
- Qualified candidates will be contacted for a virtual interview, followed by a brief assessment of ticket‑handling skills.
- Successful applicants will receive an offer letter outlining compensation, start date, and onboarding details.
Equal Opportunity Statement
talentnexus is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, race, ethnicity, veteran status, disability, or any other protected characteristic.
Privacy Notice (Summary)
talentnexus respects your privacy. Personal information collected during the hiring process—including contact details, employment history, and education—will be used solely for recruitment, onboarding, and compliance purposes. We safeguard your data with industry‑standard security measures and never sell personal information to third parties. For a full privacy statement, please contact our HR representative at jcolello@talentnexus.com.
Take the Next Step
If you thrive in a fast‑paced, customer‑centric environment and are eager to contribute to a company that powers the nation’s most critical communications infrastructure, talentnexus wants to hear from you. Apply today and start a rewarding career where your dedication makes a tangible difference for millions of end‑users.
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