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Customer Experience Ambassador
hace 1 mes
Nextiva is a leading provider of customer and team communication solutions, trusted by over 100,000 companies worldwide since its founding in 2008.
Job SummaryWe are seeking a highly skilled CUSTOMER EXPERIENCE AMBASSADOR to join our team. As a key member of our Customer Care department, you will be responsible for delivering exceptional customer service and ensuring consistent communication with our clients.
The ideal candidate will possess excellent interpersonal and problem-solving skills, with the ability to effectively communicate with customers and resolve issues in a timely manner.
About the RoleThis role demands a high level of empathy, confidence, and assertiveness when communicating with customers. You will work closely with our cross-functional teams, including Sales, Operations, and Technical Support, to ensure seamless customer experiences.
Your primary responsibilities will include:
- Answering inbound and outbound calls from existing customers, addressing their queries and concerns promptly.
- Utilizing real-time resources to overcome customer objectives and cancellations.
- Selecting and explaining the best solution to address customer needs, expediting correction or adjustment for first call resolution.
- Responding with a sense of urgency and accuracy to meet customer expectations.
- Ensuring compliance levels are met in accordance with all maintenance contracted service level agreements.
You will also have the opportunity to upsell and cross-sell Nextiva products and services, identifying customer needs and recommending additional solutions.
RequirementsTo succeed in this role, you will need:
- At least 2+ years of retention experience or customer-facing phone support experience.
- English language fluency (verbal and written).
- A 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.
We offer a competitive salary of $45,000 per year, plus benefits that include major health insurance, vision and dental coverage, life insurance, and a 30-day Christmas bonus.
About NextivaNextiva is a dynamic and fast-paced company that values innovation, collaboration, and exceptional customer service. We are committed to providing a positive work environment and opportunities for growth and development.
