Job Details
**Customer Service Specialist**
at Nextiva Scottsdale, AZ At Nextiva, we create connected communication tools that help businesses stay in touch with their customers and teams. Over 100,000 companies rely on Nextiva for phone service and customer management tools. Were not your parents phone company.
Founded in 2008, Nextiva took on the trillion-dollar telecom industry and succeeded in changing the game by making technology more accessible and affordable for everyone. Companies solve their toughest challenges using our VoIP innovations and signature Amazing Service.
Today, Nextiva is the fastest-growing, privately held provider of cloud communications. We dont study industry trends; we create them. Business leaders look to Nextiva to equip their teams in the office and while working from home. Nextiva is not just a tech company were the backbone of the economy.
By joining our global team, youre saying yes to an opportunity to be part of a tech company with massive growth potential and exciting opportunities ahead.
**Were actively looking for amazing people like you to join our team!**
The Customer Relations Specialist is responsible for nurturing the customer relationship, enhancing the customer experience and driving equipment and service re-purchase loyalty while supporting interdepartmental collaboration. This role requires the ability to identify the customer's needs and determine the appropriate cloud-based product(s) to meet or exceed customers operating efficiency and expectation.
**Key Responsibilities:**
* Single point-of-contact for service-related activities, ensuring consistent communication and promotion of the Nextiva product line.
* Responding promptly and effectively to overcome customers concerns and/or cancellation requests.
* Servicing removal requests while addressing a variety of customer needs within different levels of complexity.
* Conducting root cause analysis to identify and expedite the best solution and effectuating timely resolution to ensure excellent customer experience and positive continued relationship.
* Competently performing day-to-day activities that ensure effective account retention including the ability to successfully collect on delinquent accounts to keep them active.
* Proficiency in administerial documentation management including account retention, reconciliation, updates, document requests, invoices, and contract negotiations.
* Coordinating service activities with Nextivas Legal, Sales and Operations teams to ensure all customer needs and expectations are met.
* Ensuring compliance levels are met in accordance with all maintenance contracted service level agreements.
* Demonstrating excellent interpersonal, written, and oral communication skills including the ability to ask probing questions to understand concerns
* Adeptly handling customer concerns or objections to facilitate upsell or cross sell opportunities.
* Meeting Quality Assurance requirements and other key performance metrics.
* Participating in occasional weekend on-call roster.
**Qualifications**:
* 1+ years of retention experience or customer-facing phone support.
* Strong practice of empathy, confidence, knowledge and assertiveness when communicating with customers.
* Demonstrated ability to take ownership and meet defined metrics.
* Capability to cross sell and/or upsell products.
* Strong problem solving, negotiation and customer management and retention skills.
* Proven experience in communicating and delivering in a timely manner.
* Competence in establishing and maintaining strong cross-departmental relationships.
* Excellent written and verbal communication skills.
* Proficient in MS Office (Word, Excel, PowerPoint).
* Ability to thrive in a fast-paced, constantly evolving environment.
**Your Success Depends on Your Commitment:**
We invest in our employees development and care deeply about your ability to grow professionally. Nextiva is a place to build a career, not just have a job.
Personal and Professional Development is at Your Fingertips. Youll have many resources to continually improve the focus areas associated with your role, and to prepare for your future career growth. Nextiva has invested in world class training programs to grow your skills and knowledge, preparing you for future roles along your career path.
**Rewards and Benefits**
Youll be able to sign up for our benefits package which starts the first of the month after your start date.
**Work from Home Requirements:**
* Due to COVID-19, this position is currently a full-time, work from home position, with the option to work from our office if you so choose (subject to following our safety protocols). Nextiva is currently developing our longer-term plans around the location of our workforce, and dependent on the outcome you may be requested to perform some or all of your work at Nextivas Scottsdale offices or have the flexibility to continue working from home.
* You must have a quiet and secure workspace that is free of distractions and that is located at your confirmed address of residence. Because you will be working with confidential customer information, you cannot work from public locations or use public internet connections.
* You must have a stable, high speed internet connection with at least 50 Mbps download and 5 Mbps upload speeds, preferably through broadband cable or fiber optic service (no DSL, satellite, dial-up, or wireless connections are permitted). You must arrange to have this internet service installed prior to the start of your employment.
* Nextiva will provide a desktop computer, monitor (if needed), and other related equipment, cables and accessories. You may only connect to Nextivas systems using the provided computer. You must also be able to directly connect the computer to your internet modem or router via a wired internet connection; your modem or router must either be in the same room as your workspace or capable of being reached by an ethernet cable from your workspace. Wireless connections are not permitted.
* You must have a compatible internet router (compatibility is subject to change; a list of recommended routers will be provided).
* You must, at all times, comply with Nextivas acceptable use, confidentiality and related policies.
Nextiva is a trailblazer in the Voice over IP () and Unified Communications as a Service () industries. Were outpacing our competitors, and its an exciting time to join our team. If youre looking to join a fast-paced tech company with massive potential, Nextiva is the place for you. Our 1,000+ team members worldwide embrace our promise of Amazing Service. Were passionate about upholding our energetic culture of forward-thinking, caring, and simplicity. Nextiva seeks diverse individuals who share our values and vision to help take us to the next level. Nextiva provides an impressive benefits package and has a resilient company culture. Glassdoor named us one of the Best Places to Work in 2020 nationwide. Employees rate Nextiva a 4.9/5 on Comparably, and weve earned many more accolades along the way.
Help us redefine the future of business communications. Apply today!
*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.*
*#LI-JW1 #ZR*
Location (City) *
**U.S. Equal Opportunity Employment Information (Completion is voluntary)**
Individuals seeking employment at Nextiva are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual o