Tasks

Overview:

The Inbound Telesales & Retention Representative supports IONOS customers via inbound calls, chats and email. Responsibilities of the position include sales of products and services, customer retention, response to account & billing inquiries, and general technical support.

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

Physical Requirements and Working Conditions:

• The ability to perform the essential responsibilities of this job in our Philadelphia office on a hybrid basis
• 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.

Qualifications