Customer Service Representative

at Web.com

Jacksonville, FL

Posted on Nov. 28, 2016

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** Come meet our hiring manager in person

** Visit us on Wednesday, December 7th from 10am to 2pm!

** Click Apply Now for location address

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***Resumes submitted online will not be accepted, you must apply
in person on 12/7/2016***

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Customer Service Specialist (Retention Specialist)

The Do It Yourself team will focus on publishing sites for customers who have purchased our Builder Tool but have not yet published.

They will accomplish this by making outbound calls using a lead list that will be provided by the supervisor.

They will handle inbound calls from customers needing assistance with publishing or that may have other related questions or requests.

Goals and Objectives:

• Reduce company churn by assisting customers with publishing 1 to 3 page sites.

• Complete assigned outbound calls in an efficient manner.

• Resolve the customer’s concerns

• Uncover reasons for cancels

• Track all customer contact using assigned system

JOB RESPONSIBILITIES

• Provide assistance to customers by offering to create a 1 to 3 page website.

• Contact all customers who have purchased and not yet published a site using a Lead list.

• Create an SR for every customer contact, choosing the correct disposition to be used for marketing purposes.

• Schedule callbacks for interested customers who may not have the time or material needed to purchase at time of call.

• Provide customers with any Web.com material that would assist them in making future edits and updates to their sites.

• Cross sell or up sell additional products

• Status/follow up with customers as expected.

• Adhere to all metric goals such as number of leads dialed, site publishes, idle time, and AHT as assigned by the supervisor.

• Other projects as assigned

Qualifications/ COMPETENCIES

Effective Communication Skills - Strong verbal, written, and interpersonal communication skills in order to effectively explain the benefits of Network Solutions and pricing while projecting a positive company image

Customer Focus — Provide customer service using results-orientation and quality practices.

Previous Tier I experience a must.

Teamwork—actively promote learning among the team and works cooperatively with others to identify and overcome obstacles

Continuous Improvement and Managing Change -- Able to function effectively in rapidly changing, high-pressure environments and continually improve personal performance and demonstrate best practices Problem Solving and Decision Making

Identify root causes to problems, recommend solutions, and take action to resolve concerns

Attention to Detail—Process customer requests accurately, thoroughly and in a timely manner

Flexibility and Personal Development—Demonstrate willingness to learn and improve skills through openness to constructive feedback, active participation in training and ready implementation of new processes and procedures. Demonstrate willingness to learn through accepting new projects and assignments as needed.

Self-Management—Respond appropriately in a work environment, escalating concerns through acceptable channels, and resolving outside concerns that interfere with productivity. Arrive to work on time with no unscheduled absences

ADDITIONAL KNOWLEDGE AND BACKGROUND

• 1 year minimum experience in Customer Service
• Proficient with Siebel, CSR Tools, Outlook
• High School degree required.
• Excellent research and customer service problem solving skills required
• Basic understanding of Internet principles, terminology and functionality
• Experience with Word, Excel and Windows