To deliver a higher level of customer service to our most valued customers as part of the VIP team. VIP customers manage or own a large volume of domains.
Essential Duties and Responsibilities:
Provide Inbound Customer Service for Network Solution’s VIP customers and back up support for Tier I level customer calls.
Review e-mails from VIP customers using Brightware.
Create new SRs and contact internal groups and customer as needed to resolve customer concern. Track SR until issue is resolved.
Status VIP customers every 72 hours until the customer’s concern is resolved.
Track and report on issues by defined categories identifying coaching opportunities where the specialist could have resolved the concern initially with additional training or coaching
Keep updated on all developments and changes, taking ownership to obtain and learn all information provided to resolve the VIP customer’s issue
Use all proprietary database, web and telephony tools effectively, reporting faults to helpdesk or supervisors as soon as they occur
Discuss observation 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 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 operatio n 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
Special Requirements (if any):
Knowledgeable of Siebel, CSR Tools, Outlook, WhoIS
High School degree required. Some college preferred.
Good research and problem solving skills
Basic understanding of Internet principles, terminology and functionality
Typing skills of 20 wpm
Experience and skills including Word, Excel and
Web.com - 2 years ago
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