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CALL CENTER CUSTOMER SERVICE REPRESENTATIVE-RETENTION

Location:Chesterbrook, PA
Exempt/Non-Exempt:Non-Exempt
Benefits:Benefits Eligible
Employment Type:Full Time
Description:***Call Center Customer Service Representative-Retention***

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.
Duties:Call Center Customer Service Representative-Retention:

We are looking for a customer service individual to staff our existing US Retention department. This position entails working with our customers to suit them with the most appropriate service while identifying and resolving factors that cause service cancellations.
The Customer Retention Team processes inbound calls and email messages related to customer account modification or cancellations requests. Representatives work to respond to customer requests and needs in order to maintain the customer relationship. Representatives also respond to email communications and internal referrals.

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

• Ability to speak & write clearly in English
• Ability to efficiently process and document call information according to SOP
• Ability to identify, escalate & properly transfer priority issues
• Great customer service attitude
• Ability to understand customer’s / business needs & offer appropriate and/or add-on services
• Ability to regularly report to work on time as scheduled
• Ability to take 50+ phone calls per shift
• Ability to type at least 40 wpm
• Willingness to learn new products & technologies
• Ability to work in a team environment
• Demonstrated strong spoken & written communication skills
• Reliable transportation

Work Experience Requirements:
• One year customer service or call center experience
• Ability to answer customer calls & emails regarding account & service issues
• Ability to document account-change information according to SOP
• Ability to communicate available service & account information clearly
• Ability to use a computer to authenticate accounts, process account changes/modifications & cancellations
• Experience in web hosting, DNS configurations and/or domain transfer procedures.

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

Education Requirements:
• High school diploma or equivalent

Preferred (but not required) Qualifications:

• Experience in customer retention or sales
• Skills in the web hosting environment
• Experience with Live Website/candidate developed site
• Bi-Lingual speaking & writing abilities

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


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