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. This is an onsite role based at Nextiva’s Guadalajara office (Calle Amado Nervo 2200, Jardínes del Sol, 45050 Zapopan, Jal.). In‑Office Expectation This role is expected to work onsite five days per week, supporting a highly collaborative, in‑person team environment. Job Responsibilities Inbound and outbound point‑of‑contact for service‑related activities, ensuring consistent communication and selling the value of the Nextiva product line. Answer 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 of varying complexity. Determine root cause, select and explain the best solution, and expedite correction or adjustment for first call. Respond with a sense of urgency and accuracy to overcome customers' objectives and cancellations. Follow up to ensure timely resolution and provide the best customer experience and a positive business relationship moving forward. Account retention, account reconciliation, account updates, document requests, invoices, contract negotiations, etc. Coordinate service activities with Nextiva’s Legal, Sales, Operations, Billing, Collections and Technical Support teams to ensure all customer needs and expectations are met. Ensure compliance levels are met in accordance with all maintenance contracted service level agreements. Identify customers' needs and recommend additional Nextiva products and services. Demonstrate 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‑sell. Meet 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 communicating 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 Guatemala time (MST). Competencies Oral, written, persuasive communication, interpersonal awareness, and influencing others. Core Competencies (Nextiva DNA) Drives Results: Action‑oriented problem solvers who quickly bring clarity and simplicity to ambiguity, challenge the status quo, and lead meaningful change. Critical Thinker: Data‑driven, forward‑thinking individuals who identify key drivers, anticipate risks, and deliver clear recommendations. Right Attitude: Collaborative, competitive, and resilient team players who 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 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. #J-18808-Ljbffr