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Customer Support Advocate

2 months ago

Scottsdale, Arizona, United States Nextiva Full time

Client Engagement Specialist

at Nextiva

Nextiva is a leader in providing innovative communication solutions that empower businesses to connect with their customers and teams effectively. With a robust portfolio of services, we support over 100,000 organizations in enhancing their customer management and communication capabilities.

Established in 2008, Nextiva has revolutionized the telecom sector by making advanced technology accessible and affordable. Our VoIP solutions and commitment to exceptional service have enabled businesses to tackle their most pressing challenges.

As the fastest-growing privately held provider of cloud communication services, Nextiva is at the forefront of industry innovation. We equip business leaders with the tools they need to thrive in both office and remote work environments, positioning ourselves as a critical component of the modern economy.

Join Our Dynamic Team

The Client Engagement Specialist plays a vital role in fostering customer relationships, enhancing overall satisfaction, and promoting loyalty through service and product re-purchases. This position demands a keen understanding of customer needs and the ability to recommend suitable cloud-based solutions that align with their operational goals.

Key Responsibilities:

  • Act as the primary contact for service-related inquiries, ensuring clear communication and promotion of Nextiva's offerings.
  • Address customer concerns and cancellation requests promptly and effectively.
  • Manage service removal requests while catering to a variety of customer needs.
  • Conduct thorough analyses to identify root causes and implement timely solutions, ensuring a positive customer experience.
  • Engage in daily activities that support account retention, including managing delinquent accounts.
  • Oversee documentation management related to account retention, updates, and contract negotiations.
  • Collaborate with Nextiva's Legal, Sales, and Operations teams to meet customer expectations.
  • Ensure compliance with all service level agreements.
  • Exhibit strong interpersonal and communication skills, including the ability to ask insightful questions.
  • Effectively manage customer objections to facilitate upselling and cross-selling opportunities.
  • Meet quality assurance standards and performance metrics.
  • Participate in an on-call roster as needed.

Qualifications:

  • Minimum of 1 year of experience in customer retention or support roles.
  • Strong empathy, confidence, and assertiveness in customer interactions.
  • Proven ability to take ownership of tasks and meet performance metrics.
  • Experience in cross-selling and upselling products.
  • Excellent problem-solving and negotiation skills.
  • Demonstrated ability to communicate effectively and deliver timely responses.
  • Strong relationship-building skills across departments.
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
  • Ability to thrive in a fast-paced, evolving environment.

Your Commitment to Success:

At Nextiva, we are dedicated to your professional growth and development. We provide numerous resources to help you enhance your skills and prepare for future career advancements. Our world-class training programs are designed to support your journey.

Rewards and Benefits:

We offer a comprehensive benefits package that begins shortly after your start date.

Work from Home Requirements:

This position is currently a full-time remote role, with the option to work from our office in accordance with safety protocols. A quiet and secure workspace is essential, free from distractions, and located at your confirmed residence. You must have a stable, high-speed internet connection and comply with all company policies regarding acceptable use and confidentiality.

Nextiva is a pioneer in the Voice over IP and Unified Communications as a Service sectors. As we continue to outpace our competitors, it is an exciting time to join our team. We are committed to fostering a culture of innovation, inclusivity, and excellence. Nextiva is proud to be recognized as one of the Best Places to Work, reflecting our dedication to our employees and their success.

Help us shape 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.