On-Site Retention Specialist – Elevate Customer Experience

Nextiva; Región Centro; On-site; MXN 260,000 - 360,000; Full time

Job summary

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

Qualifications

• 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).

Responsibilities

• 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.

Skills

Retention/Sales

Customer support

English fluency

Communication skills

Cross-selling

Problem-solving

Cross-functional collaboration

Time management

Tools

MS Office

Office 365

Google Workspace

Microsoft Teams

Job description

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