Customer Retention Specialist
Primary stack
Nice to have's
Job description
About the Position
Customer Retention Specialist
Guadalajara, Onsite
Redefine the future of customer experiences. One conversation at a time.
At Nextiva, we’re reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation-centric platform. Powered by AI, driven by human innovation.
Our culture is forward-thinking, customer-obsessed, and built on the belief that meaningful connections drive better business outcomes. Whether it’s through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are.
If you’re ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong.
Responsibilities
- Provides focus and drives consistency in the execution of all customer service-related matters and answering inbound and outbound calls from existing customers.
- Develops and executes a customer-focused strategy that will lead to greater retention and drive repurchase loyalty.
- Acts as a sales enabler to drive repurchase loyalty toward Nextiva equipment and services.
- Utilizes real-time resources to overcome customers' objectives and cancellations.
- Addresses service removal and cancellation requests while addressing a variety of customer needs within different levels of complexity.
- Coordinates service activities with Nextiva’s Legal, Sales, Operations, Billing, Collections, and Technical Support teams to ensure all customer needs and expectations are met.
- Ensures compliance levels are met in accordance with all maintenance contracted service level agreements.
- Identifies customers' needs and recommends additional Nextiva products and services.
- Meets Quality Assurance Requirements and other key performance metrics.
Requirements
- Experience: 2+ years of retention/sales experience or customer-facing phone support with a strong practice of empathy, confidence, and assertiveness when communicating with customers.
- Language: English language fluency required (both verbal and written).
- Communication: Comfortable communicating with customers by phone, email, and chat.
- Skills: Strong problem-solving, negotiation, and customer retention skills. Excellent written and verbal communication skills.
- Tools: Proficient in MS Office/Office 365 (Word, Excel, PowerPoint), Google, Microsoft Teams.
- Flexibility: Ability to thrive in a fast-paced, constantly evolving environment. Capacity to work flexible hours, including weekend and holiday shifts.
- Transportation: Reliable transportation and ability to work Nextiva’s Arizona time (MST).
Nice to Have
- Ability to cross-sell and/or upsell when appropriate.
- Proven experience in delivering and communicating on time.
- Ability to establish and maintain strong cross-departmental relationships.
We Offer
- Health 🍏: Major Health insurance for you, your legal partner, and children under 25 years, including Vision and Dental coverage.
- Insurance 💼: Life Insurance (24 times your monthly salary).
- Work-Life Balance ⚖️: Newly hired full-time employees at Nextiva receive 10 personal days before their first anniversary, 12 vacation days on their first anniversary, and 5 personal days annually thereafter in addition to vacation time.
- Financial Security 💰: Enjoy a 30-day Christmas bonus, 50% vacation premium, company-matched food vouchers (1 UMA/month), and a 13% matched savings fund (capped at 1.3x annual UMA).
- Wellness 🤸: Employee Assistance Program and comprehensive wellness initiatives.
- Growth 🌱: Access to ongoing learning and development opportunities and career advancement.
About the Company
Founded in 2008, Nextiva has grown into a global leader trusted by over 100,000 businesses and 1M+ users worldwide. Headquartered in Scottsdale, Arizona, and with teams across the globe, we're the future of customer experience and team collaboration through our AI-powered, conversation-centric platform.
Want to see what life at Nextiva is all about? Connect with us on Instagram, Instagram MX, YouTube, LinkedIn, and the Nextiva Blog.
© Nextiva. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
Our mission is to become the market leader in providing affordable, powerful, and intuitive business communication services including VoIP phone service, virtual fax, analytics, virtual conferencing, customer management products, surveys, and chat, powered by our NextOS platform.Our vision is to become your number one choice for serving all of your business communication needs. Our primary objective is to reach this goal through creating powerful, simple, user-friendly products with the highest level of reliability, and providing what we call “Amazing Service®”In 2005, Tomas Gorny, Nextiva co-founder and CEO, was in search of a VoIP phone system that could support a business with over 300 customer service representatives. The solutions available on the market at the time were either too complicated, inefficient, overpriced, or all of the above. There just weren’t any low-cost and intuitive solutions available for businesses.This inspired Tomas to take action and revolutionize the VoIP market. He saw an opportunity to create innovative and inclusive phone solutions that businesses of all levels could affordably access. They also had to be user-friendly, flexible, and reliable.Nextiva was founded in 2006 and we embarked on a journey to develop and launch a first-class VoIP business solution.We focus on innovation.Our strategy and a huge key to our success has been our focus on innovation. We are constantly improving our products and services and transforming the communications industry by launching top-of-the-line solutions that make a difference.We’re on a mission to create the best products available. This mindset has allowed us to set a leading pace and determine the direction of our industry.Since we entered the market, we humbly take credit for changing some of its dynamics to the benefit of all businesses. We feel fortunate to have had a hand in reshaping VoIP when it was an emerging industry.Our success with VoIP allowed us to expand our offerings and create innovative new tools and solutions for businesses. We now offer a diverse line-up of unified communications products and services for small, medium, and enterprise-level businesses.Featured Products & Services:NextOS uniquely channels powerful workflow automation and predictive modeling into a natively-built platform that makes business communication an effortless experience. Solutions include:Nextiva Voice: Empower your team with the best business phone service on the market. Our feature-rich voice service is scalable for any business and you can manage it from wherever you go.Nextiva Chat: Live chat software lets you connect with customers in real-time.Nextiva CRM: Manage all your customer interactions in one place and gain the insight you need to turn customers into fans!Nextiva Surveys: Collect the answers you need with survey software that lets you understand your audience better. Make better decisions for your business.Nextiva Analytics: Our intuitive analytics software enables businesses to view, analyze, and act on their call data to make the best data-driven decisions for their business. Our dashboard makes it easy to interpret and visualize data from anywhere.Nextiva Office: Make the move from analog to VoIP. Smoothly transition from a traditional phone system to feature-rich VoIP services.Call Center Solutions: Instantly access your enterprise-grade call center solution and quickly scale to respond to fluctuations in call volume.Click on the link to watch a video about what’s it like working at Nextiva —youtu.be/cIcWTvnVrRE.
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