Client Engagement Coordinator

2 weeks ago

Scottsdale, Arizona, United States Nextiva Full time

Client Engagement Coordinator

at Nextiva

Nextiva is dedicated to developing integrated communication solutions that empower businesses to maintain strong connections with their clients and teams. Over 100,000 organizations trust Nextiva for their telecommunication and customer management needs. We are not your traditional telecom provider.

Established in 2008, Nextiva has transformed the trillion-dollar telecom sector by making technology more accessible and cost-effective for all. Businesses tackle their most significant challenges using our VoIP innovations and our hallmark Amazing Service.

Currently, Nextiva stands as the fastest-growing privately held provider of cloud communication services. Rather than merely observing industry trends, we set them. Business leaders depend on Nextiva to equip their teams, whether in the office or working remotely. Nextiva is more than just a technology firm; we are a crucial component of the economy.

By becoming part of our global team, you are embracing an opportunity to join a rapidly expanding tech company with tremendous growth potential and exciting prospects ahead.

We are on the lookout for exceptional individuals like you to join our team.

The Client Engagement Coordinator plays a vital role in nurturing customer relationships, enhancing the overall customer experience, and fostering loyalty towards our products and services while facilitating collaboration across departments. This position requires the ability to identify customer needs and recommend suitable cloud-based solutions to optimize operational efficiency and meet customer expectations.

Key Responsibilities:

  • Act as the primary contact for service-related inquiries, ensuring clear communication and promotion of the Nextiva product suite.
  • Respond promptly and effectively to address customer concerns and cancellation requests.
  • Manage service removal requests while catering to various customer needs of differing complexities.
  • Conduct root cause analysis to determine the best solutions and ensure timely resolutions, guaranteeing an excellent customer experience and a positive ongoing relationship.
  • Effectively perform daily tasks that support account retention, including successfully managing delinquent accounts to keep them active.
  • Maintain thorough documentation management, including account retention, reconciliation, updates, document requests, invoices, and contract negotiations.
  • Coordinate service activities with Nextiva's Legal, Sales, and Operations teams to ensure all customer needs and expectations are fulfilled.
  • Ensure compliance with all service level agreements.
  • Exhibit excellent interpersonal, written, and verbal communication skills, including the ability to ask insightful questions to understand customer concerns.
  • Skillfully handle customer objections to facilitate upselling or cross-selling opportunities.
  • Meet Quality Assurance standards and other key performance indicators.
  • Participate in occasional on-call duties during weekends.

Qualifications:

  • 1+ years of experience in customer retention or customer-facing support roles.
  • Strong empathy, confidence, knowledge, and assertiveness in customer communication.
  • Proven ability to take ownership and meet defined performance metrics.
  • Capability to effectively cross-sell and/or upsell products.
  • Strong problem-solving, negotiation, and customer management skills.
  • Demonstrated experience in timely communication and delivery.
  • Ability to establish and maintain strong interdepartmental relationships.
  • Excellent written and verbal communication skills.
  • Proficient in MS Office applications (Word, Excel, PowerPoint).
  • Ability to thrive in a fast-paced, dynamic environment.

Your Success Depends on Your Commitment:

We are committed to investing in our employees' development and care deeply about your professional growth. Nextiva is a place to build a career, not just hold a job.

Personal and Professional Development:

You will have access to numerous resources to enhance your skills and prepare for future career advancements. Nextiva has invested in world-class training programs to develop your expertise and knowledge, setting you up for success in your career path.

Rewards and Benefits:

Our benefits package begins on the first of the month following your start date.

Work from Home Requirements:

This position is currently a full-time remote role, with the option to work from our office if desired (subject to safety protocols). Nextiva is evaluating long-term plans regarding the location of our workforce, and you may be asked to perform some or all of your work at Nextiva's offices or continue working remotely based on the outcome.

It is essential to have a quiet and secure workspace free from distractions, located at your confirmed residence. As you will be handling confidential customer information, working from public locations or using public internet connections is not permitted.

A stable, high-speed internet connection with a minimum of 50 Mbps download and 5 Mbps upload speeds is required, preferably through broadband cable or fiber optic service (no DSL, satellite, dial-up, or wireless connections are allowed). You must arrange for this internet service to be installed before starting your employment.

Nextiva will provide a desktop computer, monitor (if needed), and other necessary equipment. You may only connect to Nextiva's systems using the provided computer and must connect it directly to your internet modem or router via a wired connection.

Compliance with Nextiva's acceptable use, confidentiality, and related policies is mandatory at all times.

Nextiva is a leader in the Voice over IP (VoIP) and Unified Communications as a Service (UCaaS) sectors. We are outpacing our competitors, making it an exciting time to join our team. If you are looking to be part of a fast-growing tech company with significant potential, Nextiva is the right place for you. Our 1,000+ team members worldwide embrace our commitment to Amazing Service. We are passionate about maintaining our vibrant culture of innovation, care, and simplicity. Nextiva seeks diverse individuals who share our values and vision to help propel us to the next level. We offer an impressive benefits package and have a resilient company culture.

Join us in redefining the future of business communications.

Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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