Call Center Customer Service Website Support Agent

  • 1 & 1 Internet, Inc.
  • Chesterbrook, PA, United States
  • Dec 20, 2017
Full time Customer Service/Call Center

Job Description

Location:  Chesterbrook, PA

Exempt/Non-Exempt:  Non-Exempt

Benefits:  Benefits Eligible

Employment Type:  Full Time

Description:

*** CALL CENTER CUSTOMER SERVICE WEBSITE SUPPORT AGENT***

We expect you to have basic computer and internet skills, and we will train on our company's products.

1&1 Internet, Inc. is a subsidiary of United Internet—a profitable, publicly held German company with a market cap of over $8 billion. 1&1 Internet’s North American headquarters is located in Chesterbrook, PA, a Philadelphia suburb. 1&1 Internet is known for its comprehensive and affordable Internet products - its unique business model positions it as a one-stop-shop for web solutions. From domain registration to web hosting, site creation, technical support and cutting edge technology, 1&1 offers users every available resource to easily and affordably create and maintain an optimal online presence.

Founded in 1988, 1&1 Internet is a global leader among web hosting providers. Internationally, 1&1 maintains more than 13 million customer contracts with both consumer and business users and the 1&1 group manages over of 19 million domain name worldwide. It also operates 5 highly-secure, green data centers housing more than 70,000 servers.

1&1 has grown since it introduced its distinctive approach to the U.S. market in October of 2003. Since the launch of its complete product line in the US, 1&1 has become one of the premiere web hosting companies serving the US market; making it one of the country’s top 5 web hosting companies. In September 2008, 1&1 opened a state of the art 55,000 square foot data center in Lenexa, Kansas.

The MyWebsite software is CMS-based and aims to provide quick website solutions for small businesses.  Using this, the Agent’s job is answering incoming phone calls, chats, and emails received from our customers regarding their accounts.  The Agent provides personalized contact for an assigned group of customers delivering a high level of customer care along with direct correspondence. They also proactively develop an approach to upselling products and services once they have evaluated the customer’s needs to deliver on departmental and individual sales goals, and support those supplementary products and services in addition to helping customers with their MyWebsite.

Duties

·       Ability to provide a high level of customer care

·       Ability to create a personalized service and rapport with customers

·       Establish and maintain both customer trust and satisfaction

·       Strong desire to investigate and solve problems

·       Proactive support approach that goes beyond the nature of initial contact

·       Able to identify customer needs and recommend solutions

·       Able to identify issues that require escalation

·       Able to self-manage and handle all customer concerns in your personal queue

·       Understanding of HTML/CSS Web Development

·       Understanding of POP/IMAP email configurations

·       Ability to communicate technical processes clearly

·       Exceptional customer service skills

·       Ability to be on time and ready to work when shift begins

·       Willing to learn and adapt to new technologies in a changing environment

·       Ability to handle high call/chat volumes

·       Upsell products and services; confident in ability to promote and sell to existing customers

·       Initiate contact with customers for a monthly health-check email/conversation

·       Flexibility in adopting changes to day-to-day tasks and responsibilities as needed by department

Qualifications

·       High school diploma or equivalent

·       At least 2 years of relevant experience

·       Strong spoken and written communications skills

·       Understanding of HTML/CSS Web Development

·       Understanding of POP/IMAP email configurations

·       Ability to communicate technical processes clearly

·       Great customer service attitude

·       Prior work experience would include web hosting, desktop support, mobile support, or web development

Preferred Skills

  • Call Center Experience
  • Candidates displaying skills in the web hosting environment are preferred
  • Strong Customer Service background
  • Web programming, including HTML, HTML5, Javascript, PHP and MySQL
  • Knowledge of Outlook / Thunderbird, familiar with MS Exchange setup
  • CMS Knowledge (Joomla, Mambo, WordPress)
  • Experience building their own website(s)
  • Verbally proficient in Spanish
  • 1 year sales experience preferred

1&1 is an Equal Opportunity Employer. We do not discriminate on the basis of any status protected by law.