Customer Retention Specialist

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About the role

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. Location: This is an onsite role based at Nextiva’s Guadalajara office (Calle Amado Nervo 2200, Jardínes del Sol, 45050 Zapopan, Jal.) Working together onsite strengthens how we operate, enabling faster decisions, clearer communication, and stronger execution, so you can make a greater impact and move work forward with speed and clarity. In-Office Expectation: This role is expected to work onsite five days per week, supporting a highly collaborative, in-person team environment. Provides focus and drives consistency in the execution of all customer service-related matters and answering inbound and outbound calls from existing customers. Our Customer Care teams foster trust with existing customers by both educating and selling them on the value of Nextiva. The successful Customer Care Specialist will develop and execute a customer-focused strategy that will lead to greater retention and drive repurchase loyalty and will nurture the customer relationship acting as a sales enabler to drive repurchase loyalty toward Nextiva equipment and services. This individual ensures maximum correlation between customer requirements and Nextiva products and/or services to strive for consistent delivery by exceeding customer expectations. Additionally, they will aim to uphold the Nextiva mission statement of AMAZING Service while holding accountability for all departments and team members. • Over 90% of the communication in this role will be in English (verbal & written). Please send us your resume in English when applying • This person will be an employee of Nextiva, supporting Nextiva customers • This position will be 100% on-site at our Nextiva Guadalajara office. Want to check out our AMAZING culture? Follow Nextiva Mexico on Instagram: @nextiva_mexico • Be sure to check out our rewards & benefits listed below The Day-to-Day: • Inbound and outbound point-of-contact for service-related activities, ensures consistent communication and sells the value of the Nextiva product line. • Responsible for answering calls out of a live queue. • Utilize real time resources to overcome customers objectives and cancellations. • Address service removal and cancellation requests while addressing a variety of customer needs within different levels of complexity. • Focusing on determining the root cause; selecting and explaining the best solution; expediting correction or adjustment for first call. • Responds with a sense of urgency and accuracy to overcome customers objectives and cancellations. • Expediting correction or adjustment; following up to ensure timely resolution and to provide the best customer experience and a positive business relationship moving forward. • Account retention, account reconciliation, account updates, document requests, invoices, contract negotiations, etc. • 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

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