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Customer Relationship Specialist

Company: Nextiva
Location: Scottsdale
Posted on: May 16, 2022

Job Description:

Job DescriptionAt 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. We're actively looking for amazing people like you to join our team in our incredible new office in Scottsdale! We're looking for hard-working, empathetic problem solvers to provide unforgettable customer experiences! As a Customer Relationship Specialist, you'll enjoy a competitive pay structure, potential monthly bonus payouts, and much more!Check out some of these amenities Nextie's enjoy!

  • FREE work café fully stocked with drinks, breakfast items, fresh snacks, and often a full meal!
  • We have a FREE coffee truck at the office every Wednesday
  • Weekly lunch food truck (seasonal)
  • 1:1 Health Coaching available to help employees reach their health goals all year long!
  • Alternative seating options/co-working style spaceKey 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 relationshipQualifications:
      • 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
      • Strong problem solving, negotiation, and customer management and retention skills
      • Proven ability to communicate and deliver in a timely manner
      • Competence in establishing and maintaining strong cross-departmental relationships
      • Excellent written and verbal communication skill
      • Proficiency in MS Office (Word, Excel, PowerPoint)
      • The ability to thrive in a fast-paced, constantly evolving environmentSo, why Nextiva? Nextiva is a trailblazer in the Voice over IP (VoIP) and Unified Communications as a Service (UCaaS) industries. We're outpacing our competitors, and it's an exciting time to join our team. If you're 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. We're 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 we've 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. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS. #LI-JW1

Keywords: Nextiva, Scottsdale , Customer Relationship Specialist, Other , Scottsdale, Arizona

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