Redefine the future of customer experiences.
One conversation at a time.Were changing the game with a first-of-its-kind, conversation-centric platform that unifies team collaboration and customer experience in one place.
Powered by AI, built by amazing humans.Our culture is forward-thinking, customer-obsessed and built on an unwavering belief that connection fuels business and life; connections to our customers with our signature Amazing Service®, our products and services, and most importantly, each other.
Since 2008, 100,000+ companies and 1M+ users rely on Nextiva for customer and team communication.If youre ready to collaborate and create with amazing people, let your personality shine and be on the frontlines of helping businesses deliver amazing experiences, youre in the right place.
Build Amazing - Deliver Amazing - Live Amazing - Be Amazing 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 Service Representative 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 applyingThis 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: 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 Nextivas 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.Ability to identify the customers need and recommend additional Nextiva products and services.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.Meets Quality Assurance Requirements and other key performance metrics.
Job Qualification/Requirements: 2+ years of retention/sales experience or customer-facing phone support with a strong practice of empathy, confidence, and assertiveness when communicating with customers.English language fluency required (both verbal and written).Be comfortable to communicate with customers by phone, email, and chat.High sense of urgency and demonstrated ability to take ownership and meet defined metrics.Ability to cross-sell and/or upsell when appropriate.Strong problem-solving, negotiation, and customer retention skills.Proven experience in delivering and communicating on time.Ability to establish and maintain strong cross-departmental relationships.Excellent written and verbal communication skills.Proficient in MS Office/ Office 365 (Word, Excel, PowerPoint), Google, Microsoft TeamsAbility to thrive in a fast-paced, constantly evolving environment.100% on-site.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.The candidate must have reliable transportation and be able to work Nextivas Arizona time (MST).
Competencies: Oral/Written/Persuasive Communication, Interpersonal Awareness and Influencing Others Rewards & Benefits: We offer a competitive salary, and you will be eligible to sign up for our benefits package on your first day of employment!
Major Health insurance for you and for your legal partner and children under 25 yearsOption to apply to the on-site meal program (based upon Nextivas internal rules)Vision and Dental coveredLife Insurance 24 times your monthly salary30-day Christmas Bonus (Aguinaldo)50% Vacation premium12 days for vacations on your first-year anniversaryNewly hired full-time employees of Nextiva earn ten (10) personal days before their first anniversaryAfter your first year you will be entitled to 5 personal days each year after each anniversary date additional to your vacation daysCompany matched Food Vouchers You receive 1 x monthly UMA (Unidad de Medida y Actualización) per monthCompany matched savings fund 13% of your monthly salary capped to 1.3 times the annual value of the UMA To check out whats going on at Nextiva, check us out on , , , , and the .
In 2022, Nextiva has been recognized by Comparably as the Best Place to Work in the following categories: Best Company Leadership, Best CEO for Women, Best Global Culture, and Best Places to Work in Phoenix.Additional workplace awards include 2021 LinkedIn Talent Employee Engagement Champion, Comparablys Best CEO 2021, Best Company Culture 2021 and 2018, Best Company Compensation 2022, 2021 and 2019, and Glassdoors 2020 Best Places to Work.#LI-AL1 #LI-Onsite
