Customer Relations Manager

**Customer Relations Manager**
at Nextiva

Scottsdale, AZ

At Nextiva, we create connected communication tools that help businesses stay in touch with their customers and teams. Over 100,000 companies rely on Nextiva for phone service and customer management tools. Were not your parents phone company.
Founded in 2008, Nextiva took on the trillion-dollar telecom industry and succeeded in changing the game by making technology more accessible and affordable for everyone. Companies solve their toughest challenges using our VoIP innovations and signature Amazing Service.
Today, Nextiva is the fastest-growing, privately held provider of cloud communications. We dont study industry trends; we create them. Business leaders look to Nextiva to equip their teams in the office and while working from home. Nextiva is not just a tech company

were the backbone of the economy.
By joining our global team, youre saying yes to an opportunity to be part of a tech company with massive growth potential and exciting opportunities ahead.
**Were actively looking for amazing people like you to join our team!**
The Customer Relations Manager leads a nimble, energetic team of Nextiva enthusiasts responsible for customer retention activities, including but not limited to taking initiative in customer satisfaction, pre-legal engagement, fraud prevention/identification, service removal/cancellation, service contract negotiation, efficient reporting/ flow of information and managing staff in day to day performance. This role will have the primary responsibility of ensuring daily call metrics are met along with department SLA, quality targets and QA are maintained. Will require extensive knowledge of Nextiva processes and relatable experience as an individual contributor to act as a mentor to team members, elevating their performance and helping each to be successful Retention Specialists.
**Key Responsibilities**
* Lead daily team activities to ensure all work is completed according to deadlines with attention to quality standards, priorities & overall goals
* Promptly responding with a sense of urgency and accuracy to assist agents in overcoming finding real time solutions
* Monitoring email distros to ensure appropriate escalations are addressed and prioritized to ensure service level agreements
* Track various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods
* Work cross-functionally with management to escalate Customer-impacting issues
* Evaluate direct reports on performance, establish individual performance plans, consistent team feedback and complete annual performance reviews
* Develop and administer corrective action and performance improvement plans
* Oversee teams daily responsibilities, scheduling and succession planning
* Ability to work with individuals of varying technical understanding; should be able to adjust communication style based on targeted audience.
* Train & mentor team members and identify teams development needs, working cross-functionally with Learning & Development to coordinate additional training as needed
**Qualifications**
* 5+ years of customer service call center experience or customer-facing phone support
* 2+ years of call center management experience
* Strong practice of empathy, confidence and assertiveness when communicating with Customers
* High sense of urgency and demonstrated ability to take ownership and meet defined metrics
* Ability to cross sell and/or upsell when appreciate
* Strong problem solving, negotiation and customer retention skills
* Proven experience to deliver and communicate on time
* Ability to establish and maintain strong cross-departmental relationships
* Excellent written and verbal communication skills
* Proficient in MS Office (Word, Excel, PowerPoint)
* Ability to thrive in a fast-paced, constantly-evolving environment
**Your Success Depends on Your Commitment:**
We invest in our employees development and care deeply about your ability to grow professionally. Nextiva is a place to build a career, not just have a job.
Personal and Professional Development is at Your Fingertips. Youll have many resources to continually improve the focus areas associated with your role, and to prepare for your future career growth. Nextiva has invested in world class training programs to grow your skills and knowledge, preparing you for future roles along your career path.
**Rewards and Benefits**
Youll be able to sign up for our benefits package which starts the first of the month after your start date.
**Work from Home Requirements:**
* Due to COVID-19, this position is currently a full-time, work from home position, with the option to work from our office if you so choose (subject to following our safety protocols). Nextiva is currently developing our longer-term plans around the location of our workforce, and dependent on the outcome you may be requested to perform some or all of your work at Nextivas Scottsdale offices or have the flexibility to continue working from home.
* You must have a quiet and secure workspace that is free of distractions and that is located at your confirmed address of residence. Because you will be working with confidential customer information, you cannot work from public locations or use public internet connections.
* You must have a stable, high speed internet connection with at least 50 Mbps download and 5 Mbps upload speeds, preferably through broadband cable or fiber optic service (no DSL, satellite, dial-up, or wireless connections are permitted). You must arrange to have this internet service installed prior to the start of your employment.
* Nextiva will provide a desktop computer, monitor (if needed), and other related equipment, cables and accessories. You may only connect to Nextivas systems using the provided computer. You must also be able to directly connect the computer to your internet modem or router via a wired internet connection; your modem or router must either be in the same room as your workspace or capable of being reached by an ethernet cable from your workspace. Wireless connections are not permitted.
* You must have a compatible internet router (compatibility is subject to change; a list of recommended routers will be provided).
* You must, at all times, comply with Nextivas acceptable use, confidentiality and related policies.
Nextiva is a trailblazer in the Voice over IP () and Unified Communications as a Service () industries. Were outpacing our competitors, and its an exciting time to join our team. If youre looking to join a fast-paced tech company with massive potential, Nextiva is the place for you. Our 1,000+ team members worldwide embrace our promise of Amazing Service. Were passionate about upholding our energetic culture of forward-thinking, caring, and simplicity. Nextiva seeks diverse individuals who share our values and vision to help take us to the next level. Nextiva provides an impressive benefits package and has a resilient company culture. Glassdoor named us one of the Best Places to Work in 2020 nationwide. Employees rate Nextiva a 4.9/5 on Comparably, and weve earned many more accolades along the way.
Help us redefine the future of business communications. Apply today!
*Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.* *Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit* .
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