.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. We're not your parent's 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 don't 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 — we're the backbone of the economy.By joining our global team, you're saying yes to an opportunity to be part of a tech company with massive growth potential and exciting opportunities ahead.**Customer Retention Specialist (Temporary - 2 Months)**- 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- Be sure to check out our rewards & benefits listed below**We're actively looking for amazing people like you to join our team!**Key Responsibilities:- Single point of contact for any service-related activities, including the efficient coordination of operations and sales.- Identifying and analyzing customer issues to initiate the marketing and escalation/red flag/cancellation/collection/support/finance/legal processes.- Communicating with customers on live escalation calls and addressing any potential negative social media reviews, BBB, or FCC complaints.- Strong knowledge of all service matters including technical solutions and onboarding/client success implementations.- Effectively collaborate and schedule with other teams to ensure all customer needs and expectations are met.- Handling technical queries by problem solving with the customer and utilizing company resources.- Ability to measure revenues and expenses unique to each customer to best assist in price point/contract negotiations along with calculating return on investment.- Ensuring compliance levels are met in accordance with Nextiva guidelines, including acceptable use, fraud analysis, legal contract negotiations and customer CPNI.- Conducting root cause analysis including incident and problem management activities, missed opportunity reporting and detailed documentation.- Implementing Nextiva's best practices and methodologies to deploy customers into a long-term business relationship.Qualifications:- 1+ years of customer-centric phone support.- Strong practice of empathy, confidence, knowledge and assertiveness when communicating with customers.- Demonstrated ability to take ownership and meet defined metrics