Handle inbound customer calls and make outbound follow up calls during scheduled hours, providing an excellent customer experience at all times
Achieve productivity related targets, quality targets, sales targets, including sales and revenue objectives, average handle time, log in time, available time, schedule adherence, SR closures and quality measures
Ability to use basic system administration tools and processes; such as email application, web browsers, HTML, DNS, Unix, FTP protocol, and POP3, database applications, scripting languages, and other web hosting related products.
Keep updated on all developments and changes, taking ownership to obtain and learn all information provided via print and the intranet
Use all proprietary database, web and telephony tools effectively, reporting faults to helpdesk or supervisors as soon as they occur
Discuss call monitoring feedback with supervisor in order to improve performance
Use coaching, training sessions and one-to-one meetings positively, contributing to the discussion so that you can take ownership of your development within your current role
Remain fully aware of the availability of all Network Solutions products including Internet services including: Web hosting, Web site design, online marketing, e-mail and additional products and services in the company so that every opportunity to meet our customer's needs is taken
Actively support, at all times, company policy and best practices in the area of security, with special emphasis on the protection of sensitive customer information
Access, use or disclose, customer information only when you need to do so to perform your Network Solutions operation duties
Ensure the health, safety and welfare for yourself and your team in accordance with company policy
Provide leadership on a day-to-day basis, supporting the supervisor, so that team members have a role model and a colleague to provide guidance towards continuous improvement
Provide additional support to the supervisor including administrative tasks, special projects, coaching new hires, and report analysis as needed
Arrive to work on time, have no unauthorized absences, and ensure accurate recording of time-sheet information
Experience:
Sales and Customer Focus-Experience (1-2 years) providing customer service and/or sales using results orientation and quality practices
Teamwork-Actively promotes 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-Identifies root causes to problems, recommends solutions, and takes action to resolve concerns
Attention to Detail-Processes customer requests accurately, thoroughly and in a timely manner
Flexibility and Personal Development-demonstrates willingness to learn and improve skills through openness to constructive feedback, active participation in training and ready implementation of new processes and procedures. Demonstrates willingness to learn through accepting new projects and assignments as needed.
Effective Communication Skills-Able to communicate effectively over the telephone and in writing using courtesy and correct grammar
Self-Management-Responds appropriately in a work environment, escalating concerns through acceptable channels, and resolving outside concerns that interfere with productivity. Arrives to work on time with no unscheduled absences
ADDITIONAL KNOWLEDGE AND BACKGROUND
High School degree required. Some college preferred.
Basic to Intermediate demonstrated understanding and knowledge of Internet principles, terminology and functionality
Typing skills of 20 wpm
Experience and skills including Word, Excel and Windows
Prior sales and customer service experience preferred
A minimum of 1 year call center experience, customer service or relevant experience preferred
Strong analytical, critical thinking, research and problem solving skills