Customer Care Operations Specialist

It’s about more than the right fit. We’re looking for the right connection.

At Nextiva, it’s our team members that make Nextiva a great place to work. Nexties are smart, driven, and the best in class at what they do. We’re changing the game in the software industry with the first of its kind, conversation-centric work hub that unifies team collaboration, customer management & engagement in ONE single application.

Since its founding in 2008, more than 100,000 companies rely on Nextiva for customer and team communication. We believe in the power of strong connections; connections to our customers with our signature Amazing Service®, our products and services, and most importantly, each other.

Build Amazing - Deliver Amazing - Live Amazing - Be Amazing

Provides focus and drives consistency in the execution of all Customer Care service-related matters. The successful Customer Care Operations Specialist will maintain a high-quality standard with fine attention to detail, enabling them to provide quality feedback, account investigation and trend analysis to Nextiva Operations. Additionally, they will aim to uphold the Nextiva mission statement of AMAZING Service while holding accountability for all departments and team members. This individual ensures maximum correlation between customer requirements and Nextiva products and/or services to strive for consistent delivery by exceeding customer expectations.

Key Responsibilities:

• Manage all new Cancellation, Line/Feature Removal, Migration and Discount requests daily to uphold Nextiva’s Service standards and SLAs. 
• Ability to follow up with customers to ensure that there are no outstanding requests.
• Take accountability for each customer that the agents worked with to ensure proper resolution.
• Balance frequent system and process changes to maximize the efficiency of the individual’s portfolio while following strictly outlined processes and objectives.
• Maintain awareness of all service matters including Technical Solutions, New Releases, Product Updates, and internal process changes, implementations and activities in order to provide accurate coaching/trend data.
• Ensure that Nextiva’s best practice processes and methodologies are adhered to on a consistent basis using coaching tools and Nextiva resources provided. 
• Participate in Root Cause Analysis and Problem Trends including incident and problem management activities and reporting. 
• Taking full ownership of each Line/Feature Removal, Account Change and Cancellation processed to ensure no live Nextiva customer is ever left without service unexpectedly.
• Continuously educate and be knowledgeable of Nextiva’s Terms and Conditions and departmental procedures while providing AMAZING Service to our customers.
• Conduct thorough research and account analysis on every account before submitting Credit and Refund requests.
• Monitor all account Cancellations and Line/Feature Removals for outstanding fees due, Contracts, RMAs and Rentals. 
• Demonstrate effective verbal and written communication skills. 
• Ability to engage customers by phone, email, and other telecommunication services provided by Nextiva. 
• Perform other duties as assigned.  

Qualifications:

• 3+ months of customer-facing phone/online support.
• High sense of urgency, ability to take ownership, meet and exceed the defined metrics.
• Demonstrate the ability to be punctual, deliver and communicate with customers in a timely manner based on the Nextiva SLA.
• Strong problem solving, and case management skills. 
• Ability to establish and maintain strong cross-departmental relationships. 
• Excellent written and verbal communication skills.
• Ability to thrive in a fast-paced, constantly-evolving environment. 

Competencies: Oral/Written Communication, Diagnostic Information Gathering, and Analytical Thinking.

Typical Office Environment: Requires extensive sitting and ability to maintain focus for long periods of time. Requires significant use of Nextiva provided equipment such as Computer and Phone. Ability to communicate effectively through reading, writing, speaking, and troubleshooting.

Rewards & Benefits: 

✅ Major Health insurance for you and for 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

To check out what’s going on at Nextiva, check us out on Instagram, Instagram (MX), YouTube, LinkedIn, and the Nextiva blog. 

In 2022, Nextiva has been recognized by Comparably as the ‘Best Place to Work’ in the following categories: Best Company Leadership, Best CEO for Women, Best Global Culture, and Best Places to Work in Phoenix.

Additional workplace awards include 2021 LinkedIn Talent Employee Engagement Champion, Comparably’s Best CEO 2021, Best Company Culture 2021 and 2018, Best Company Compensation 2022, 2021 and 2019, and Glassdoor’s 2020 Best Places to Work.

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