Customer Care Specialist

<div class="content-intro"><h3>&nbsp;</h3> <p class="x_elementtoproof" style="text-align: center;"><strong><span data-olk-copy-source="MessageBody"><span style="font-size: 14pt;">Redefine the future of customer experiences. One conversation at a time.</span><br></span></strong></p> <p class="x_elementtoproof">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.</p> <p class="x_elementtoproof">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.</p> <p class="x_elementtoproof">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.</p> <p class="x_elementtoproof" style="text-align: center;"><span style="font-size: 14pt;"><strong>Build Amazing. Deliver Amazing. Live Amazing. Be Amazing.</strong></span></p> <div>&nbsp;</div> <h3>&nbsp;</h3> <p>&nbsp;</p></div><p>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.</p> <p>The successful <strong>Customer Service Representative </strong>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.</p> <ul> <li>Over 90% of the communication in this role will be in English (verbal &amp; written). Please send us your resume in English when applying</li> <li>This person will be an employee of Nextiva, supporting Nextiva customers&nbsp;</li> <li>This position will be 100% on-site at our Nextiva Guadalajara office.&nbsp; Want to check out our AMAZING culture? Follow Nextiva Mexico on Instagram: <a href="https://www.instagram.com/nextiva_mexico/">@nextiva_mexico</a>&nbsp;</li> <li>Be sure to check out our rewards &amp; benefits listed below&nbsp;</li> </ul> <p><strong>The Day-to-Day:</strong></p> <ul> <li>Inbound and outbound point-of-contact for service-related activities, ensures consistent communication and sells the value of the Nextiva product line.</li> <li>Responsible for answering calls out of a live queue.</li> <li>Utilize real time resources to overcome customers objectives and cancellations.</li> <li>Address service removal and cancellation requests while addressing a variety of customer needs within different levels of complexity.</li> <li>Focusing on determining the root cause; selecting and explaining the best solution; expediting correction or adjustment for first call.</li> <li>Responds with a sense of urgency and accuracy to overcome customers objectives and cancellations.</li> <li>Expediting correction or adjustment; following up to ensure timely resolution and to provide the best customer experience and a positive business relationship moving forward.</li> <li>Account retention, account reconciliation, account updates, document requests, invoices, contract negotiations, etc.</li> <li>Coordinates service activities with Nextiva’s Legal, Sales, Operations, Billing, Collections and Technical Support teams to ensure all customer needs and expectations are met.</li> <li>Ensures compliance levels are met in accordance with all maintenance contracted service level agreements.</li> <li>Ability to identify the customers need and recommend additional Nextiva products and services.</li> <li>Demonstrates excellent interpersonal, written, and oral communication skills Including the ability to ask probing questions to understand concerns and overcome objections while finding opportunities to upsell or cross sells.</li> <li>Meets Quality Assurance Requirements and other key performance metrics.</li> </ul> <p><strong>Job Qualification/Requirements:</strong></p> <ul> <li>2+ years of retention/sales experience or customer-facing phone support with a strong practice of empathy, confidence, and assertiveness when communicating with customers.</li> <li>English language fluency required (both verbal and written).</li> <li>Be comfortable to communicate with customers by phone, email, and chat.</li> <li>High sense of urgency and demonstrated ability to take ownership and meet defined metrics.</li> <li>Ability to cross-sell and/or upsell when appropriate.</li> <li>Strong problem-solving, negotiation, and customer retention skills.</li> <li>Proven experience in delivering and communicating on time.</li> <li>Ability to establish and maintain strong cross-departmental relationships.</li> <li>Excellent written and verbal communication skills.</li> <li>Proficient in MS Office/ Office 365 (Word, Excel, PowerPoint), Google, Microsoft Teams</li> <li>Ability to thrive in a fast-paced, constantly evolving environment.</li> <li>100% on-site.</li> <li>This position demands the capacity to work flexible hours, and there may be instances where additional work hours, as well as weekend and holiday shifts, may be required.</li> <li>The candidate must have reliable transportation and be able to work Nextiva’s Arizona time (MST).</li> </ul> <p><strong>Competencies:<u><br></u></strong></p> <ul> <li>Oral/Written/Persuasive Communication, Interpersonal Awareness and Influencing Others</li> </ul> <p>&nbsp;</p> <p><span style="font-family: helvetica, arial, sans-serif;"><strong>Nextiva DNA</strong> (Core Competencies)</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">Nextiva’s most successful team members share common traits and behaviors:</span></p> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Drives Results:</strong>&nbsp;Action-oriented with a passion for solving problems. They bring clarity and <strong>simplicity</strong> to ambiguous situations, challenge the status quo, and ask what can be done differently. They lead and drive change, celebrating success to build more success.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Critical Thinker:</strong> Understands the "why" and identifies key drivers, learning from the past. They are fact-based and data-driven, <strong>forward-thinking</strong>, and see problems a few steps ahead. They provide options, recommendations, and actions, understanding risks and dependencies.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Right Attitude</strong>: They are team-oriented, collaborative, competitive, and hate losing. They are resilient, able to bounce back from setbacks, zoom in and out, and get in the trenches to help solve important problems. They cultivate a culture of service, learning, support, and respect, <strong>caring</strong> for customers and teams.</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif;"><strong>Total Rewards</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif;">Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can be their best, in and out of the office.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">Our compensation packages are tailored to each role and candidate's qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary, hourly wages, incentives, or bonuses.</span></p> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Health </strong><strong>🍏</strong>- Major Health insurance for you, your legal partner, and children under 25 years, including Vision and Dental coverage</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Insurance </strong><strong>💼</strong>-<strong> </strong>Life Insurance (24 times your monthly salary)</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Work-Life Balance&nbsp;</strong><strong>⚖️</strong><strong> </strong>- 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</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Financial Security</strong><strong>&nbsp;</strong><strong>💰</strong>-<strong> </strong>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)</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Wellness&nbsp;</strong><strong>🤸‍</strong>-<strong>&nbsp;</strong>Employee Assistance Program and comprehensive wellness initiatives</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Growth&nbsp;</strong><strong>🌱</strong>-<strong>&nbsp;</strong>Access to ongoing learning and development opportunities and career advancement</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif;">At Nextiva, we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career!</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">#LI-AL1 #LI-Onsite</span></p><div class="content-conclusion"><p></p> <p class="x_elementtoproof"><span data-olk-copy-source="MessageBody">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.</span></p> <p class="x_elementtoproof">Want to see what life at Nextiva is all about? Connect with us on <u><a href="https://www.instagram.com/nextiva" target="_blank" data-auth="NotApplicable" data-linkindex="5">Instagram</a></u>,&nbsp;<u><a href="https://www.instagram.com/nextivamexico" target="_blank" data-auth="NotApplicable" data-linkindex="6">Instagram MX</a></u>,&nbsp;<u><a href="https://www.youtube.com/user/NextivaOfficial" target="_blank" data-auth="NotApplicable" data-linkindex="7">YouTube</a></u>,&nbsp;<u><a href="https://www.linkedin.com/company/nextiva" target="_blank" data-auth="NotApplicable" data-linkindex="8">LinkedIn</a></u>, and the&nbsp;<u><a href="https://www.nextiva.com/blog/" target="_blank" data-auth="NotApplicable" data-linkindex="9">Nextiva Blog</a></u>.</p> <p></p></div>