At Nextiva, we don't study industry trends and build our products and services reactively; instead, we look to be the leader in defining the trends. We strive to be the best of the best across multiple technology channels UCaaS and SaaS to name a few. We are determined to help write the future for businesses around the globe by creating innovative products and an agnostic platform that delivers first-class communications tools in the hands of every business. We are a global team of 1,000+ and are the fastest-growing privately held provider of cloud communications. We are looking for amazing people, like you, to join our team!
At Nextiva, we are looking for a successful Client Retention Specialist who will nurture the customer relationship and act as an enabler to drive re-purchase loyalty toward our equipment and services. This individual can quickly identify a correlation between the customer's need and our cloud-based products to operate more efficiently and exceed their expectations.
You are the single point-of-contact for any service-related activities. You can consistently communicate with the customer and show them Amazing Service.
You can quickly identify & analyze customer issues to initiate the escalation/red flag/cancellation/collection processes.
You can take live escalation calls and address any potential negative social media reviews, BBB, or FCC complaints.
You have a strong awareness of all service matters including technical solutions and implementations.
You are effective at collaborating with other teams to ensure all customer needs and expectations are met.
You love handling technical queries by problem solving with the customer and utilizing company resources.
Compliance is important to you! You can ensure compliance levels are met in accordance within Nextiva guidelines.
You are able to conduct Root Cause Analysis that include incident and problem management activities.
Most importantly- You demonstrate Nextiva's best practices and methodologies on a daily basis.
1+ years of customer-centric phone support
A strong practice of empathy, confidence, and assertiveness when communicating with customers
A high sense of urgency and demonstrated ability to take ownership and meet defined metrics
Strong problem solving, negotiation, and customer management skills
A proven ability to deliver and communicate on time
Ability to establish and maintain strong cross-departmental relationships
Excellent written and verbal communication skills
Proficiency in MS Office (Word, Excel, PowerPoint)
The ability to thrive in a fast-paced, constantly-evolving environment
So, why Nextiva?
Our people do amazing things to help businesses solve their toughest challenges. Really, they do. We simplify the way businesses communicate, creating innovative and affordable solutions for businesses of all sizes. We acquired our first customer in 2008 and today over 150,000 businesses use our tools and platform. Our team consists of over 1,000 talented team members around the globe that embrace Amazing Service. Our culture of Amazing Service extends to how we treat both our customers and one other. We are passionate about Nextiva's unique culture and are looking for like-minded individuals that share our values and vision.
Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.