Customer Retention Specialist
hace 5 días
It's about more than the right fit. We're looking for the right connection._
Since its founding in 2008, more than 100,000 companies rely on Nextiva for customer and team communication. We believe in the power of strong connections; connections to our customers with our signature Amazing Service®, our products and services, and most importantly, each other.
**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 Care Specialist **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.
**Key Responsibilities**:
- 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 Nextiva's 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 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).
- 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 Teams
- Ability 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.
**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 years
Vision and Dental covered
Life Insurance - 24 times your monthly salary
30-day Christmas Bonus (Aguinaldo)
50% Vacation premium
12 days for vacations on your first-year anniversary
Newly hired full-time employees of Nextiva earn ten (10) personal days before their first anniversary
After your first year you will be entitled to 5 personal days each year after each anniversary date additional to your vacation days
Company matched Food Vouchers - You receive 1 x monthly UMA (Unidad de Medida y Actualización) per month
Company matched savings fund - 13% of your monthly salary capped to 1.3 times th
-
Retention Specialist
hace 7 días
Guadalajara, México Dealership Performance 360 S. de R.L de C.V A tiempo completoDealership Performance 360 CRM is growing fast! With growth comes the need for superior leadership and vision. We are looking for a Retention Specialist to provide accurate, clear, and concise info to our customers, resulting in better expectations and understanding of the work, leading to higher customer satisfaction and retention. Your #1 job will be to...
-
Customer Retention Specialist
hace 4 semanas
Guadalajara, Jalisco, México Fair Trade Outsourcing A tiempo completoWe are a multinational company with presence in several countries, including Mexico, Ghana, the Philippines, and the United States. Our Mexican offices are located in strategic areas, ensuring efficient operations.Our Customer Retention Specialist role focuses on reviewing and processing financial documents, guaranteeing compliance with regulatory...
-
Marketing Specialist
hace 7 meses
Guadalajara, México Intugo A tiempo completo**Marketing Specialist (On Site Position)** **Responsibilities**: - Check all dynamic content and technical specifications to ensure accuracy and functionality. - Set up segmentation to target specific customer segments with tailored messaging. - Set up campaigns to drive engagement and conversions across various channels. **Support Retention...
-
Customer Retention and Development Manager
hace 4 meses
Guadalajara, México Expeditors A tiempo completo**Company Description** We take care of our employees, and they take care of our customers! Become a member of a global community! The international logistics industry is an integral piece of the global trade puzzle; we make the world go round. Global supply chain management is what we do, and at the heart of Expeditors you will find professionalism,...
-
Customer Care Specialist
hace 2 meses
Guadalajara, México Nextiva A tiempo completo**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...
-
Customer Care Specialist
hace 7 meses
Guadalajara, México Nextiva A tiempo completo**It's about more than the right fit. We're looking for the right connection.**: Since its founding in 2008, more than 100,000 companies rely on Nextiva for customer and team communication. We believe in the power of strong connections; connections to our customers with our signature Amazing Service®, our products and services, and most importantly, each...
-
Customer Experience Specialist
hace 2 meses
Guadalajara, Jalisco, México Valce Talent Solutions A tiempo completoPosition OverviewThe Client Success Partner oversees a portfolio of accounts, ensuring an exceptional customer experience by measuring NPS, net revenue retention, referrals, and product usage indicators.This role is the key contact point for customer relationships on Diligent products, performing hands-on account management activities and collaborating with...
-
Guadalajara, Jalisco, México Xtendops A tiempo completoAre you passionate about delivering exceptional customer experiences? Xtendops is seeking a talented Customer Experience Advocate to join our team in Guadalajara, Mexico.Job SummaryWe are looking for a skilled and experienced customer support professional to manage customer inquiries and complaints. As a frontline support specialist, you will be responsible...
-
Customer Advocate Specialist
hace 7 meses
Guadalajara, México Nextiva A tiempo completo**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...
-
Customer Training Specialist
hace 7 meses
Guadalajara, México Prometeo Talent A tiempo completo**Introduction** Hey there! At Prometeo Talent, our goal is to connect exceptional talents like you with innovative leaders in the industry. We are delighted to introduce our client, a company that provides appropriate solutions to scale, optimize and transform their commercial operations with personalized participation models to medium-sized companies.. We...
-
Customer Training Specialist
hace 7 meses
Guadalajara, México Prometeo Talent A tiempo completo**Introduction** Hey there! At Prometeo Talent, our goal is to connect exceptional talents like you with innovative leaders in the industry. We are delighted to introduce our client, a company that provides appropriate solutions to scale, optimize and transform their commercial operations with personalized participation models to medium-sized companies.. We...
-
Customer Support Specialist
hace 7 meses
Guadalajara, México Mycronic A tiempo completo**Job Summary** The Customer Support Specialist focuses on ensuring a seamless customer experience by providing support throughout the sales and order fulfillment process. This role ensures smooth order processing while handling order intake and verifying accuracy. The Customer Support Specialist will coordinate delivery timelines and arrange logistics, as...
-
Quality Specialist
hace 7 días
Guadalajara, México Hella A tiempo completo**QUALITY SPECIALIST** Location GUADALAJARA, JALISCO** Pacesetting. Passionate. Together.** HELLA, one of the leading automotive suppliers worldwide, has shaped the industry with innovative lighting systems and vehicle electronics. In addition, the company is one of the most important partners of the aftermarket and independent workshops. What motivates us:...
-
Customer Support Specialist
hace 2 meses
Guadalajara, Jalisco, México Koch Global Services A tiempo completo**About Koch Global Services**Koch Global Services (KGS) is a global company that creates solutions for businesses, including technology, human resources, finance, and project management.As a Customer Support Specialist, you will play a key role in providing exceptional support to our customers.We offer a competitive salary of $62,000 - $72,000 per year,...
-
Customer Success Specialist
hace 2 meses
Guadalajara, Jalisco, México Helpware A tiempo completo**About Us**Helpware is a global technology company committed to delivering exceptional services to our partners.**Job Overview**We are seeking a motivated self-starter to join our team as a Customer Success Specialist. This is an exciting opportunity to be part of a dynamic and ever-changing environment where you will thrive and grow.**Key...
-
Implementation Specialist
hace 7 meses
Guadalajara, México Prometeo Talent A tiempo completo**Introduction** Hey there! At Prometeo Talent, our goal is to connect exceptional talents like you with innovative leaders in the industry. We are delighted to introduce our client, a company that provides appropriate solutions to scale, optimize and transform their commercial operations with personalized participation models to medium-sized companies.. We...
-
Implementation Specialist
hace 6 meses
Guadalajara, México Prometeo Talent A tiempo completo**Introduction** Hey there! At Prometeo Talent, our goal is to connect exceptional talents like you with innovative leaders in the industry. We are delighted to introduce our client, a company that provides appropriate solutions to scale, optimize and transform their commercial operations with personalized participation models to medium-sized companies.. We...
-
Customer Quality Specialist
hace 7 días
Guadalajara, México Continental AG A tiempo completo**Tasks**: Customer Specialist is the knowledge person in the plant regarding customer specific requirements, portal and processes. Besides this role, customer specialist is also reponsible for: Implement and ensure compliance with the customer requirements, guidelines described in international standards such as IATF and VDA and conformity of standards...
-
Implementation Specialist
hace 7 meses
Guadalajara, México LAAgencia A tiempo completo**Guadalajara, Mexico** **Aeries /** **Payroll** **/ Hybrid** **Implementation Specialist** **The Company** **Position Overview** - The Implementation Specialist coordinates successful Diligent customer onboarding and training, and partners closely with the CSM client owner to help support long-term customer satisfaction, retention, expansion, and...
-
Customer Experience Ambassador
hace 4 semanas
Guadalajara, Jalisco, México Nextiva A tiempo completoAbout the RoleWe're seeking a highly skilled and customer-focused individual to join our team as a Customer Experience Ambassador. This role is perfect for someone who excels in providing exceptional service, building strong relationships, and driving customer satisfaction.Key ResponsibilitiesProvide top-notch customer support through inbound and outbound...