Customer Retention Specialist
Core
Retain existing customers by managing inbound/outbound calls, resolving service issues, and preventing cancellations while upselling Nextiva products.
Role type
Customer Retention Specialist (Customer Care)
Builds
Customer retention and repurchase loyalty for Nextiva's communication platform
Domain
Telecommunications / Customer Service
Deliverable
client delivery
Required skills
Customer retention, upselling/cross-selling, conflict resolution, account reconciliation, contract negotiation, root cause analysis, MS Office/Office 365, Microsoft Teams
Preferred skills
Empathy, assertiveness, critical thinking, data-driven decision making (via careerplan.io/jobs/8633926002-customer-retention-specialist-at-nextiva)
Responsibilities
Answer inbound/outbound calls to resolve service issues and prevent cancellations; negotiate contracts and reconcile accounts; coordinate with Legal, Sales, and Technical Support; identify upsell opportunities; meet quality assurance metrics.
Seniority
Mid-level, individual contributor