Client Success Representative (CSR)

Who We Are

At Nuvo Solutions, we manage wireless devices, fleet tracking, and mobile expenses for field service businesses so they can focus on running their companies.

We are casual, highly collaborative, and deeply proud of our team culture. To be absolutely clear, we are a high-performing team; a group of dedicated professionals who come together to work hard, support each other, hit our targets, and go home. We value individual performance, mutual respect, a drama-free environment, and relentless personal growth.

Our Core Values define everything we do:

• Be Accountable: Own your work, your mistakes, and your successes.
• Always Deliver Quality: High standards aren't optional.
• Always Be Courteous: Professionalism and kindness win the day.
• Be Tenacious: We don't give up when a problem gets tough.
• Serve Others First: Our clients and our teammates come before our egos.
• Be Socially Responsible: Doing good is just as important as doing well.
• Grow or Die Mentality: Complacency is the enemy. We are always learning and improving.

The Immediate Reality (Why We Need You)

We are growing fast, and our clients need a champion. On Day One, your mission is to help us put out fires by bringing order, urgency, and empathy to our client support. We need someone who will ensure that the phone is always answered, support tickets are always seeing active progress, and clients are getting proactive, regular updates. Above all, you are here to ensure our clients feel genuinely cared for and heard whenever they face an issue.

Day-to-Day Responsibilities

• Be the First Line of Defense: Answer incoming client calls and inquiries with urgency, courtesy, and a problem-solving mindset.
• Ticket Management: Own and advance support tickets through our system, ensuring no client issue stalls out or gets forgotten.
• Proactive Communication: Keep clients continuously informed on the status of their requests. Never make them ask for an update.
• Cross-Functional Collaboration: Partner closely with internal teammates to troubleshoot and resolve complex client issues.
• Tech Stack Navigation: Utilize our internal software ecosystem daily to log interactions, track data, and solve problems. Your tools will include:
• Zoho One (CRM & Ticketing)
• Google Workspace
• Major Carrier Portals (OMNI, B360, OPUS)

What Success Looks Like

In your first 90 days: Success means you have successfully learned to navigate Zoho One and our core carrier portals. You have a firm grasp on the various tools available to troubleshoot client issues and are beginning to handle daily support workflows independently.

In your first year: Success means you have a rock-solid grip on our entire tech stack and troubleshooting toolkit. More importantly, you have established genuine rapport and trust with the specific clients placed in your care, becoming their go-to advocate within Nuvo Solutions.

Qualifications & Requirements

• Location: Ability to work 100% on-site at our office in Clayton, NC.
• Communication Skills: Exceptional verbal and written communication. You must love talking to people and possess the empathy to handle frustrated clients with grace.
• Technical Aptitude: Comfortable learning and moving between multiple software systems (experience with Zoho, Google Workspace, or telecom carrier portals like OMNI/OPUS is a major plus, but not required if you are a fast learner).
• Resilience & Tenacity: A track record of staying calm under pressure and refusing to give up until a problem is solved.
• Team Player: A desire to work in a casual, highly collaborative environment where feedback is open and continuous growth is expected.

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person