Customer Service Representative
hace 3 semanas
We are seeking a highly skilled and motivated Customer Care Specialist to join our team at Nextiva. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer service and support to our clients.
Key Responsibilities- Provide timely and effective resolution to customer inquiries and issues
- Utilize real-time resources to overcome customer objectives 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 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
- 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
- Competitive salary
- 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
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