• Define and execute the product vision, strategy, and roadmap for customer experience initiatives aligned to company objectives. • Partner with Engineering, Design, Analytics, Customer Management, Marketing, and business stakeholders to deliver high-impact product enhancements. • Deeply understand customer needs through research, feedback, analytics, and market insights, translating those findings into product opportunities. • Define success metrics, KPIs, and OKRs to measure product performance and continuously improve customer and business outcomes. • Write clear product requirements and use stories, ensuring alignment across technical and business teams. • Lead cross-functional initiatives from discovery through launch, proactively identifying risks, managing tradeoffs, and driving execution. • Communicate product strategy, roadmap progress, and key decisions to stakeholders and executive leadership.

• Troubleshoot customer issues across hardware, software, and networking systems, quickly identifying root causes and driving resolution • Communicate clearly and professionally to ensure every interaction is positive and productive • Document customer interactions, issues, and resolutions with accuracy and consistency • Provide, maintain, and update systems to ensure optimal performance for customers; managing multiple requests simultaneously in a fast-paced, high-volume environment • Take full ownership of customer issues, following through until resolution while meeting daily and monthly performance metrics • Continuously build technical knowledge of Nextiva products, systems, and troubleshooting processes to provide better service. Explore new tools and ways of working to improve performance • Leverage AI tools (e.g., ChatGPT, Copilot, or similar) to support daily workflows, such as summarizing customer interactions, identifying key action items, and improving response quality

• Handle customer inquiries via phone, email, and chat per SOPs. • Use TCP’s tools (Microsoft Suite, Salesforce, ZOHO, Hodu) for daily operations. • Escalate and assign issues to relevant departments as needed. • Log, review, and follow up on customer requests and resolutions. • Investigate, research, and provide accurate solutions. • Maintain and update customer records during interactions. • Achieve KPIs for client-facing time, call quality, and occupancy. • Address collections and billing inquiries, including payment plans, account balances, and overdue payments. • Clarify charges, generate statements, and process billing adjustments. • Handle service cancellations, applying retention strategies and resolutions. • Complete cancellations training and apply retention strategies as part of daily responsibilities.

• Handle customer inquiries via phone, email, and chat per SOPs. • Use TCP’s tools (Microsoft Suite, Salesforce, ZOHO, Hodu) for daily operations. • Escalate and assign issues to relevant departments as needed. • Log, review, and follow up on customer requests and resolutions. • Investigate, research, and provide accurate solutions. • Maintain and update customer records during interactions. • Achieve KPIs for client-facing time, call quality, and occupancy. • Address collections and billing inquiries, including payment plans, account balances, and overdue payments. • Clarify charges, generate statements, and process billing adjustments. • Handle service cancellations, applying retention strategies and resolutions. • Complete cancellations training and apply retention strategies as part of daily responsibilities.