Customer Care Specialist (Retention)

Nextiva; Región Centro; Presencial; MXN 260.000 - 360.000; Jornada completa

Descripción de la vacante

Nextiva is seeking an on-site Customer Care professional for our Guadalajara office to handle inbound/outbound service activities and upsell. You’ll communicate via phone, email, and chat with a focus on customer retention and rapid resolution of inquiries.

The role requires 2+ years in retention/sales or customer-facing support, strong English, urgency, and ability to work 5 days a week onsite. You’ll collaborate cross-functionally with Legal, Sales, and Operations, and adapt to a fast-paced

Formación

• 2+ years of retention/sales experience or customer-facing phone support with empathy, confidence, and assertiveness.
• English language fluency required (both verbal and written).
• Comfort communicating with customers by phone, email, and chat.
• High sense of urgency and ability to take ownership and meet metrics.
• Able to cross-sell and/or upsell when appropriate.
• Strong problem-solving, negotiation, and customer retention skills.
• Proven experience delivering and communicating on time.
• Ability to establish and maintain strong cross-departmental relationships.
• Excellent written and verbal communication skills.
• Proficient in MS Office/Office 365 (Word, Excel, PowerPoint), Google, Microsoft Teams.
• Thrives in a fast-paced, evolving environment.
• 100% on-site.
• Flexible hours; potential weekend/holiday shifts.
• Reliable transportation and ability to work Nextiva’s Arizona time (MST).

Responsabilidades

• Inbound and outbound point-of-contact for service-related activities and upselling the Nextiva product line.
• Answer calls from a live queue.
• Use real-time resources to overcome customer objections and cancellations.
• Address service removals and cancellation requests across varying complexity.
• Determine root cause and explain best solution for first-call resolution.
• Respond with urgency and accuracy to overcome objections and cancellations.
• Expedite corrections and follow up for timely, high-quality customer experiences.
• Coordinate service activities with Legal, Sales, Operations, Billing, Collections and Tech Support.
• Identify customer needs and upsell or cross-sell Nextiva products/services.
• Meet QA requirements and other key performance metrics.

Conocimientos

Retention/Sales

Customer support

English fluency

Communication skills

Cross-selling

Problem-solving

Cross-functional collaboration

Time management

Herramientas

MS Office

Office 365

Google Workspace

Microsoft Teams

Descripción del empleo

Redefine the future of customer experiences. One conversation at a time. At Nextiva, we’re reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform. Powered by AI, driven by human innovation. Our culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether it’s through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are. If you’re ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong.

Location:

This is an onsite role based at Nextiva’s Guadalajaraoffice (Calle Amado Nervo 2200, Jardínes del Sol, 45050 Zapopan, Jal.) Working together onsite strengthens how we operate, enabling faster decisions, clearer communication, and stronger execution, so you can make a greater impact and move work forward with speed and clarity.

In-Office Expectation:

This role is expected to work onsite five days per week, supporting a highly collaborative, in-person team environment.

Provides focus and drives consistency in the execution of all customer service-related matters and answering inbound and outbound calls from existing customers. Our Customer Care teams foster trust with existing customers by both educating and selling them on the value of Nextiva.

• Over 90% of the communication in this role will be in English (verbal & written).
• This person will be an employee of Nextiva, supporting Nextiva customers.
• This position will be 100% on-site at our Nextiva Guadalajara office.

The Day-to-Day

• Inbound and outbound point-of-contact for service-related activities, ensures consistent communication and sells the value of the Nextiva product line.
• Responsible for answering calls out of a live queue.
• Utilize real time resources to overcome customers objectives and cancellations.
• Address service removal and cancellation requests while addressing a variety of customer needs within different levels of complexity.
• Focusing on determining the root cause; selecting and explaining the best solution; expediting correction or adjustment for first call.
• Responds with a sense of urgency and accuracy to overcome customers objectives and cancellations.
• Expediting correction or adjustment; following up to ensure timely resolution and to provide the best customer experience and a positive business relationship moving forward.
• Account retention, account reconciliation, account updates, document requests, invoices, contract negotiations, etc.
• Coordinates service activities with Nextiva’s Legal, Sales, Operations, Billing, Collections 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.
• Ability to identify the customers need and recommend additional Nextiva products and services.
• Demonstrates excellent interpersonal, written, and oral communication skills Including the ability to ask probing questions to understand concerns and overcome objections while finding opportunities to upsell or cross sells.
• Meets Quality Assurance Requirements and other key performance metrics.

Job Qualification/Requirements

• 2+ years of retention/sales experience or customer-facing phone support with a strong practice of empathy, confidence, and assertiveness when communicating with customers.
• English language fluency required (both verbal and written).
• Be comfortable to communicate with customers by phone, email, and chat.
• 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 in delivering and communicating on time.
• Ability to establish and maintain strong cross-departmental relationships.
• Excellent written and verbal communication skills.
• Proficient in MS Office/ Office 365 (Word, Excel, PowerPoint), Google, Microsoft Teams
• Ability to thrive in a fast-paced, constantly evolving environment.
• 100% on-site.
• This position demands the capacity to work flexible hours, and there may be instances where additional work hours, as well as weekend and holiday shifts, may be required.
• The candidate must have reliable transportation and be able to work Nextiva’s Arizona time (MST).

Competencies

• Oral/Written/Persuasive Communication, Interpersonal Awareness and Influencing Others

Nextiva DNA

Nextiva’s most successful team members share common traits and behaviors:

• Drives Results: Action-oriented problem solvers who quickly bring clarity and simplicity to ambiguity, challenge the status quo, and lead meaningful change; celebrating wins to fuel momentum. They act swiftly and pragmatically, learning and improving as they go.
• Critical Thinker: Data-driven, forward-thinking individuals who identify key drivers, anticipate risks, and deliver clear recommendations. They confidently leverage AI and automation to reduce friction, improve decision-making, and focus on higher-value work.
• Right Attitude: Collaborative, competitive, and resilient team players who jump in to solve tough problems, learn from setbacks, and foster a culture of service, respect, and care for customers and teammates.

Total Rewards

• Health - Major Health insurance for you, your legal partner, and children under 25 years, including Vision and Dental coverage
• Insurance - Life Insurance (24 times your monthly salary)
• Work-Life Balance - Newly hired full-time employees at Nextiva receive 10 personal days before their first anniversary, 12 vacation days on their first anniversary, and 5 personal days annually thereafter in addition to vacation time
• Financial Security - Enjoy a 30-day Christmas bonus, 50% vacation premium, company-matched food vouchers (1 UMA/month), and a 13% matched savings fund (capped at 1.3x annual UMA)
• Wellness - Employee Assistance Program and comprehensive wellness initiatives
• Growth - Access to ongoing learning and development opportunities and career advancement

At Nextiva, we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career!

Founded in 2008, Nextiva has grown into a global leader trusted by over 100,000 businesses and 1M+ users worldwide. Headquartered in Scottsdale, Arizona, and with teams across the globe, we're the future of customer experience and team collaboration through our AI-powered, conversation-centric platform.