Customer Relations Specialist

Job ID
2017-2239
US-CA-San Jose
Category
Services & Support

About the Job

8x8’s Elite Services group within the Global Customer Success and Services organization is looking for the right candidate to fill the Customer Relations Specialist role within its team.  The Customer Relations team is responsible for handling customer escalations, BBB complaints, FCC claims, and processing all Midmarket to Enterprise sized cancellation requests.  The ideal candidate must be a self-starter, results-driven individual, with strong interpersonal skills who adapts well to a fast-paced environment, providing a high degree of service and responsiveness to our existing and potential partners. 

 

 

Responsibilities:

 

  • Taking ownership of all customer escalations from management and internal departments
  • Identify the root cause of the customer’s escalation
  • Actively listen to the customer and provide the appropriate level of empathy related to their situation
  • Collaboratively work with internal 8x8 departments to resolve the customer’s situation
  • Determine why our normal support processes were not effective in addressing the issue, and in driving change to prevent the recurrent of these issues
  • Identify new business practices that could be introduced or suggest improvements to existing practices to drive customer satisfaction
  • Make every effort satisfy customer and improve their overall impression of 8x8 going forward 
  • Provides outstanding internal and external customer service and issue resolution via phone and/or email within defined department SLAs
  • Acts as the primary contact with 8x8’s valued Midmarket and Enterprise customers who have submitted their 30-day cancellation notice
  • Provides clear, concise Solution-Issue-Resolution (SIR) and root cause analysis case documentation
  • Manages Better Business Bureau (BBB) complaints and Federal Communication Commissions (FCC) claims
  • Partners with the Customer Escalation management to drive process improvements
  • The ability to review existing customer Service Agreements and comprehend 8x8 Terms and Conditions

Requirements:

 

  • Must have at least three (3) years of customer retention, customer escalation and support experience
  • Strong interpersonal communications skills
  • Ability to manage multiple customer requests at one-time
  • Excellent probing and analytical skills
  • Effective verbal and written communications and the ability to inspire confidence
  • Ability to adjust communication style to match the customer need and diffuse emotional customer situations effectively
  • Customer-oriented – does what is good and best for the customer and 8x8
  • Proficient in MS Excel, MS PowerPoint and MS Word
  • Experience in Salesforce, a Plus
  • Excellent in general computer technical skills
  • Ability to navigate through the 8x8 organization
  • Ability to summarize and communicate customer problems effectively to Global Customer Success and Services Management
  • Excellent time management and organizational skills
  • Excellent attention to detail
  • Ability to multi-tasks and prioritize
  • Team player – Ability to use a collaborative approach to problem solving while maintaining/fostering good working relationships
  • A strong results-oriented mindset, with an ability to focus on key priorities and show decisiveness, persistence, and urgency in achieving goals
  • Experience with major VoIP protocols: SIP and MGCP knowledge
  • Excellent presentation skills, a plus
  • Experience with process creation and documentation, preferred

 

 

About the Company

ABOUT 8x8

8x8, Inc. (NASDAQ: EGHT) ​is the trusted provider of secure and reliable enterprise cloud communications solutions to more than 45,000 businesses operating in over 100 countries across six continents. 8x8's out-of-the-box cloud solutions replace traditional on-premises PBX hardware and software-based systems with a flexible and scalable Software as a Service (SaaS) alternative, encompassing cloud business phone service, contact center solutions, and conferencing. 

​In today’s competitive market 8x8 continues to deliver service excellence, with a consistent, innovative, cohesive, progressive and dynamic culture.

For additional information, visit www.8x8.com, www.8x8.com/UK or connect with 8x8 on LinkedIn,

Twitter, Google+ and Facebook

Additional Information

8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.
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