Retention Specialist

Headquartered in Scottsdale, AZ, Nextiva is one of the country's fastest growing providers of unified cloud-based business communications. We offer a simple approach to UCaaS that is radically altering the economics of one of the top operating expenses within an organization.

The Retention Specialist provides focus and drives consistency in the execution of all customer service-related matters. The successful Retention Specialist will nurture the customer relationship and acts as a sales enabler to drive re-purchase loyalty toward Nextiva equipment and services. This individual ensures maximum correlation between customer requirements and Nextiva products and/or services to strive for consistent delivery by exceeding customer expectations.

* Single point-of-contact for service activities, ensures consistent communication. * Taking live escalation calls and addressing any potentially negative social media reviews, BBB, or FCC complaints * Following up with customers that are no longer going to cancel and ensuring success * Manages and coordinates the processing, communication, and implementation of all Customer Service changes, including changes related to customer requests and reconfigurations. * Maintains awareness of all service matters including Technical Solutions implementations and activities * Coordinates service activities with Nextiva’s Sales 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. * Maintains high level of awareness of service issues effecting the Nextiva product environment including proactive problem avoidance behavior and maintenance practices. * Conducts and leads Customer Service account review meetings with the customer. * Identifies, facilitates and ensures effective communication of all technical queries and problem resolution from the customer to company resources. * Ensures suitable levels of service personnel and activity during problem resolution * Participates in Root Cause Analysis including incident and problem management activities. * Ensures that Nextiva’s best practices and methodologies are adhered to on a consistent basis. * Performs other duties as required.

* Be a strong team player * Strong Communication and Organizational skills * Maintain good attendance * Be a “Self-Starter” and stay focused even when unsupervised