Supervisor, Customer Care

The role of the Customer Care Supervisor is to lead coach develop and support team members of the Customer Care Team. The supervisor leads a nimble energetic team of Nextiva enthusiasts who are responsible for various customer care 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 has primary responsibility for ensuring that daily call metrics are met along with department SLA quality targets and QA being maintained. The Customer Care Supervisor will be responsible for day-to-day supervision of team members directing and assessing their teams and maximizing team and operational performance while providing support and guidance for team members.

The Customer Care Supervisor will lead coach develop and support team members of the Customer Care Team. They will also be responsible for ensuring that department SLA quality targets and QA are maintained as well as supervising team members day-to-day activities directing and assessing their teams.

This newly created position will assist with building and supervising the new Customer Care team at our Nextiva Mexico office! Excellent opportunity for growth and development within Nextiva!

Key Responsibilities:

• As a working supervisor this person will handle escalated concerns by providing customers with potential solutions or options to challenging obstacles
• Participates in the interview and selection process of new Customer Support Specialists
• Handle call escalations and any supervisor requests as needed
• Must be capable of taking over responsibilities of unavailable Customer Care Supervisors and Lead peers
• Use sound judgment to make decisions that are fair to both the customer and Nextiva
• Participates in Nextiva management efforts to maintain high morale low attrition and excellent teamwork
• Measures performance by using standard agreed metrics to ensure trends are quickly understood and to maximize efficiency of their teams
• Must be well versed in all Customer Care processes and procedures to ensure customer is getting a consistent experience
• Manage Team Member schedule adherence coaching and counseling team members who are not compliant
• Provide ongoing feedback coaching and guidance to Customer Care Agents
• Track Coach and Counsel team members on work efficiency managing the Performance Improvement Plan Policy
• Work with People Development Team to build 306090-day plans for new associates and measure the performance of those associates
• Key member of the Customer Care leadership team that models positive interaction with other groups at Nextiva and serves as a key resource for escalation of delivery satisfaction issues for the Customer Support Department
• Participate in the Quality Assurance - Calibration process. Provide coaching and training
• Ensure escalated issues/disputes are addressed and the appropriate actions are initiated within the same business day that the issue is presented. If the issue requires a Client intervention ensure that the appropriate person is contacted within the same business day as well
• Coach train and hold the Customer Care Team accountable to the policies and procedures and communicate any changes to a policy or procedure to the team
• Ensure that the Customer Care team provides timely follow-up when a return call is necessary
• Share feedback to further improve daily processes impacting workflow and/or customer experience and client satisfaction
• Document daily statistics for team members and provide feedback that will allow them to meet department metrics and excel in the department

Qualifications:

• English language fluency required
• 2 years of experience in telecommunications
• 2 years of operations leadership experience preferred
• Bachelors Degree Preferred
• Experience with Microsoft Office products including Word and Excel
• Strong verbal written and negotiation skills are required to deal with patients financial issues
• 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 Nextivas Arizona time (MST)

Competencies:

• Will be expected to creatively think to ensure the department is evolving and developing positively
• Must be capable of high-level problem solving and very solution oriented
• Must have excellent interpersonal and communication skills with a high degree of professionalism

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 also 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

We offer a competitive salary and you will be eligible to sign up for our benefits package on your first day of employment!

Nextiva DNA (Core Competencies)

Nextivas most successful team members share common traits and behaviors:

• Drives Results:Action-oriented with a passion for solving problems. They bring clarity and simplicity to ambiguous situations challenge the status quo and ask what can be done differently. They lead and drive change celebrating success to build more success.
• Critical Thinker: Understands the why and identifies key drivers learning from the past. They are fact-based and data-driven forward-thinking and see problems a few steps ahead. They provide options recommendations and actions understanding risks and dependencies.
• Right Attitude: They are team-oriented collaborative competitive and hate losing. They are resilient able to bounce back from setbacks zoom in and out and get in the trenches to help solve important problems. They cultivate a culture of service learning support and respect caring for customers and teams.

Total Rewards

Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can be their best in and out of the office.

Our compensation packages are tailored to each role and candidates qualifications. We consider a wide range of factors including skills experience training and certifications when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position compensation may include base salary hourly wages incentives or bonuses.

• 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 were committed to supporting our employees health well-being and professional growth. Join us and build a rewarding career!

Established in 2008 and headquartered in Scottsdale Arizona Nextiva secured $200M from Goldman Sachs in late 2021 valuing the company at $2.7B. To check out whats going on at Nextiva check us out onInstagram Instagram (MX) YouTube LinkedIn and the Nextiva blog.

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