Inbound Telesales and Retention Customer Service Representative

IONOS Inc. (formerly 1&1 IONOS) is a subsidiary of United Internet - a profitable, publicly held German company with a market cap of over $8 billion. IONOS is known for its comprehensive and affordable online 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, IONOS offers users every available resource to easily and affordably create and maintain an optimal online presence.

Founded in 1988, IONOS is a global leader among web hosting providers. Internationally, IONOS maintains more than 8 million customer contracts with both consumer and business users and the IONOS group manages over of 19 million domain name worldwide. It also operates 10 highly-secure, green data centers housing more than 90,000 servers.

IONOS 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, IONOS 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, IONOS opened a state of the art 55,000 square foot data center in Lenexa, Kansas.

We are always seeking energetic sales and business development individuals with a passion for helping others to join our team in our new Center City office. Our inbound sales and retention contact center teammates assist potential customers with questions and recommending them to the proper product or service based on their needs with a strategic and ethical sales approach

They also assisting customers with cancellation requests and making retention efforts to maintain their partnership. They demonstrate account management/billing proficiency, minor technical skills and effective soft skills in resolving customer issues.

We are looking for great customer service and sales skills developed through 1-2 years in the field along with great technical skills and the ability to recommend products and solutions to satisfy customer needs and/or concerns.

Responsibilities:

• Resolve customer issues via phone, email and chat during scheduled shift
• Assist existing and potential customers with support based and product purchase questions; recommend to the Customer a proper product and/or service based on their needs using a strategic and ethical sales approach
• Put forth tactical and strategic efforts to retain customer partnerships by offering discounts/credits where applicable; Assist customers with cancellation requests where retention is not possible
• Demonstrate strong foundational customer service skills, as well as account management and billing proficiency, general technical skills and a refined ability to patiently resolve customer issues
• Effectively self-manage to resolve incoming workload efficiently and meet overarching departmental service level goals

Required Qualifications:

• 1-2 years of experience in a customer service or retail environment with exposure to or responsibility for sales.
• Proven strong verbal and written communication skills
• Ability to effectively manage multi-channel workflow including customer calls, chats and emails regarding product sales, as well as account, billing, and service issues
• Ability to efficiently process and document call information in CRM application
• Possess basic computer and internet skills
• Ability to regularly report to work on time as scheduled
• Ability to manage competing priorities in terms of their importance
• Willingness to learn new products, understand new approaches, and adapt to new technologies
• Ability to work as an individual contributor within a team environment

Preferred Qualifications:

• Skills in shared hosting environments
• Knowledge of DNS protocols
• Bilingual speaking & writing ability

Physical Requirements and Working Conditions:

• The ability to perform the essential responsibilities of this job in our Philadelphia office on a hybrid basis (generally 2 days/week working in the office and 3/week remotely)
• The ability to use a computer and telephone for extended periods of time to communicate, create, and access information.
• The ability to regularly sit or stand for extended periods of time

Disclaimer

This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position. This job description is subject to change, but remains in effect until superseded in writing by the Company.

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