High-Performing Customer Experience Specialist

hace 4 días


Guadalajara, Jalisco, México Nextiva A tiempo completo
About Nextiva

Established in 2008, Nextiva is a leading provider of customer communication and experience solutions. With a strong presence in Scottsdale, Arizona, the company has secured significant investment from reputable partners.

Job Overview

We are seeking an experienced Senior Customer Advocate to join our team. This role will be based in Scottsdale, Arizona.

The estimated annual salary for this position is $85,000 - $115,000, depending on qualifications and experience.

Job Description

Customer Experience Specialist

  • Serve as a primary support for team members on process, procedure, and overall strategy to provide exceptional customer experiences.
  • Grow and retain monthly recurring revenue for valued customers by accepting inbound calls that drive product adoption.
  • Responsibility for customer retention to alleviate customer churn.
  • Acquiring a thorough understanding of customer needs and requirements.
  • Maintaining accurate and current records of customer information in CRM.
  • Analyze health metrics and provide leadership and/or execution of adoption and retention plays through both internal and external resources.
  • Effectively employ multi-channel communication strategies that leverage our most effective customer touch-points, including video, email, phone, channel partners, and internal & external champions.
  • Contribute to lifetime revenue expansion by identifying upsell opportunities organically via stakeholder consultations and proactively addressing renewal risk.
  • Represent the voice of the customer within Nextiva, serving as the customer advocate cross-functionally and closing the loop with the customer with results.
Required Skills and Qualifications

Key Requirements

  • 3-5+ years of direct and verifiable account management experience, customer service, retention, and sales in a call center environment.
  • Proven track record of success with a verifiable history of exceeding growth and customer satisfaction goals.
  • Driven by personal, team, and company achievement with a commitment to excellence.
  • Possess a rare blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality.
  • Strong analytical, problem-solving, and dot-connecting skills with the ability to develop quick, accurate situational awareness.
  • Solution-oriented mindset to understand and solve complex customer issues.
  • Strong communication skills, written and verbal, with understanding of situational best practices.
  • Excellent presentation skills from small to large audiences.
  • Ability to lead, manage, or influence both internal Nextiva resources as well as customer resources to achieve successful outcomes.
  • Experience in Video, Contact Center, or Web Collaboration desired.
  • BS or equivalent education and relevant experience.
Benefits

Compensation Package

  • Major Health insurance for you and 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 the annual value of the UMA.
  • $500 MXN monthly Telecommunications stipend for remote workers (non-applicable for 100% on-site roles).


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