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Customer Relations Manager

2 months ago

Scottsdale, Arizona, United States Nextiva Full time
About the Role

We are seeking a highly skilled Customer Relations Manager to lead our customer retention efforts. As a key member of our team, you will be responsible for developing and implementing strategies to drive customer satisfaction, loyalty, and retention.

Key Responsibilities
  • Lead daily team activities to ensure all work is completed according to deadlines with attention to quality standards, priorities & overall goals
  • Promptly respond with a sense of urgency and accuracy to assist agents in overcoming finding real-time solutions
  • Monitor email distros to ensure appropriate escalations are addressed and prioritized to ensure service level agreements
  • Track various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods
  • Work cross-functionally with management to escalate Customer-impacting issues
  • Evaluate direct reports on performance, establish individual performance plans, consistent team feedback, and complete annual performance reviews
  • Develop and administer corrective action and performance improvement plans
  • Oversee teams daily responsibilities, scheduling, and succession planning
  • Ability to work with individuals of varying technical understanding; should be able to adjust communication style based on targeted audience
  • Train & mentor team members and identify teams development needs, working cross-functionally with Learning & Development to coordinate additional training as needed
Requirements
  • 5+ years of customer service call center experience or customer-facing phone support
  • 2+ years of call center management experience
  • Strong practice of empathy, confidence, and assertiveness when communicating with Customers
  • 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 to deliver and communicate on time
  • Ability to establish and maintain strong cross-departmental relationships
  • Excellent written and verbal communication skills
  • Proficient in MS Office (Word, Excel, PowerPoint)
  • Ability to thrive in a fast-paced, constantly evolving environment
About Nextiva

Nextiva is a trailblazer in the Voice over IP (VoIP) and Unified Communications as a Service (UCaaS) industries. We are outpacing our competitors, and it's an exciting time to join our team. Our 1,000+ team members worldwide embrace our promise of Amazing Service. We are 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.

We invest in our employees' development and care deeply about your ability to grow professionally. Nextiva is a place to build a career, not just have a job. Personal and Professional Development is at Your Fingertips. You'll have many resources to continually improve the focus areas associated with your role, and to prepare for your future career growth.

Nextiva has invested in world-class training programs to grow your skills and knowledge, preparing you for future roles along your career path.

Benefits

You'll be able to sign up for our benefits package which starts the first of the month after your start date.

Work from Home Requirements
  • Due to COVID-19, this position is currently a full-time, work-from-home position, with the option to work from our office if you so choose (subject to following our safety protocols). Nextiva is currently developing our longer-term plans around the location of our workforce, and dependent on the outcome you may be requested to perform some or all of your work at Nextiva's Scottsdale offices or have the flexibility to continue working from home.
  • You must have a quiet and secure workspace that is free of distractions and that is located at your confirmed address of residence. Because you will be working with confidential customer information, you cannot work from public locations or use public internet connections.
  • You must have a stable, high-speed internet connection with at least 50 Mbps download and 5 Mbps upload speeds, preferably through broadband cable or fiber optic service (no DSL, satellite, dial-up, or wireless connections are permitted). You must arrange to have this internet service installed prior to the start of your employment.
  • Nextiva will provide a desktop computer, monitor (if needed), and other related equipment, cables, and accessories. You may only connect to Nextiva's systems using the provided computer. You must also be able to directly connect the computer to your internet modem or router via a wired internet connection; your modem or router must either be in the same room as your workspace or capable of being reached by an Ethernet cable from your workspace. Wireless connections are not permitted.
  • You must have a compatible internet router (compatibility is subject to change; a list of recommended routers will be provided).
  • You must, at all times, comply with Nextiva's acceptable use, confidentiality, and related policies.