.Redefine the future of customer experiences. One conversation at a time.We're 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 you're ready to collaborate and create with amazing people, let your personality shine and be on the frontlines of helping businesses deliver amazing experiences, you're in the right place.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. 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.Be sure to check out our rewards & benefits listed below.The Day-to-Day:Inbound and outbound point-of-contact for service-related activities, ensuring consistent communication and selling the value of the Nextiva product line.Responsible for answering calls out of a live queue.Utilize real-time resources to overcome customer objections and cancellations.Address service removal and cancellation requests while addressing a variety of customer needs within different levels of complexity.Focus on determining the root cause; selecting and explaining the best solution; expediting correction or adjustment for first call.Respond with a sense of urgency and accuracy to overcome customer objections and cancellations.Expedite correction or adjustment; follow up to ensure timely resolution and to provide the best customer experience and a positive business relationship moving forward.Coordinate service activities with Nextiva's Legal, Sales, Operations, Billing, Collections, and Technical Support teams to ensure all customer needs and expectations are met
