1&1 Internet Inc.
  • Customer Service
  • Chesterbrook, PA, USA
  • Full Time

Benefits Eligible


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.

Our Website Customer Advisors are responsible for growing and maintaining ongoing relationships with our customers.  They provide support for a variety of customer concerns such as billing and technical support for our products including website, email, and eshop by troubleshooting issues, educating customers, and providing timely resolutions directly to the customer.  Website Advisors are creative problem-solvers, collaborative team members responsible for making product recommendations based on business needs and dedicated to providing best-in-class customer support by exceeding customer expectations with each interaction.

You will:

  • Establish a connection with the customer and effectively solve inquiries via phone, email, and chat using a CRM tool
  • Set customer expectations regarding product definition and timelines
  • Find simple solutions to complex problems
  • Resolve billing and account concerns, help customers troubleshoot and resolve their concerns/answer their questions
  • Provide informed and efficient responses
  • Demonstrate appropriate control and handling of calls
  • Present customers the tools and understanding they need to run their business online
  • Recommend the right products and services based on customer's business and personal needs
  • Assist in retaining customer base
  • Meet/exceed corporate and departmental KPIs which include customer satisfaction and additional revenue opportunities, etc.

You are:

  • Warm and approachable; able to engage customers appropriately via phone, email or chat conversations to provide best-in-class customer service; excellent professional communications skills (verbal and written)
  • Adept; able to consult with customers and recommend our online products and services that will assist customers grow their business
  • Knowledgeable; possess a strong working knowledge of website design, search, SEO principles, and template website platforms
  • Skilled; capable of analyzing and troubleshooting customer problems of varying complexity
  • Conscientious; punctual, effective time management, self-motivated to continue learning and growing, and meet or exceed expectations
  • Flexible; handle changes, such as process or policy, in a positive way, able to work some weekend days and/or holidays

You have:

  • High school diploma or equivalent
  • 1-2 years call center experience
  • Proficiency in Microsoft products
  • Previous experience working with website design, internet and internet protocols
  • 1 year sales experience

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

 

1&1 Internet Inc.
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