1&1 IONOS, Inc
  • Inbound Telesales & Retention
  • Chesterbrook, PA, USA
  • Full Time

Benefits Eligible


1&1 IONOS is a subsidiary of United Internet-a profitable, publicly held German company with a market cap of over $8 billion. 1&1 IONOS Inc.'s North American headquarters is located in Chesterbrook, PA, a Philadelphia suburb. 1&1 IONOS is known for its comprehensive and affordable IONOS 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 IONOS offers users every available resource to easily and affordably create and maintain an optimal online presence.

Founded in 1988, 1&1 IONOS is a global leader among web hosting providers. Internationally, 1&1 IONOS maintains more than 13 million customer contracts with both consumer and business users and the 1&1 IONOS 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 IONOS Inc. 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 IONOS Inc. 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 IONOS Inc. opened a state of the art 55,000 square foot data center in Lenexa, Kansas.

Job Purpose                                                            


On top of the responsibilities of an agent, the position is also responsible for floor supervision, agent and case assistance, customer escalations, escalated workpools, agent development and sales coaching, minor personnel monitoring, reporting and projects. This position provides for a higher level of customer care and agent support in relation to sales and retention.


Duties and Responsibilities

On a daily basis:

  • Assist fellow agents with questions.
  • Take escalated calls/cases from fellow L1 agents.
  • Take on an increased workload (calls, escalations, emails all included).
  • Cover times when a management is not in the office.
  • Assist on inbound or retention phone lines when needed.
  • Monitor and assist in Telesales chat when needed/as directed.
  • Supervise floor, real time management of agent states, queue and service levels in conjunction with workforce management/site real time analyst.
  • Work out of offline workpools, both 1st level and escalated back office pools.
  • Enact coaching and development with agents to meet KPIs.
  • Conduct ongoing sales coaching for sales teammates.
  • Conduct case and call reviews (live and delayed) to support sales coaching tasking.
  • Conduct case spot checks to stay informed of L1 agent habits and trends.
  • Work rotating holidays in conjunction with Retention L2 agent.
  • Perform other duties as directed by the Team Leader.


Qualifications

  • 2 years' call center experience, in a direct sales capacity
  • Experience in sales coaching
  • Ability to develop and implement agent coaching and development plans
  • Ability to teach and coach on sales tactics
  • High school diploma or equivalent
  • Knowledge of all 1&1 IONOS Inc. products including how to retain to customers' needs
  • Ability to multitask
  • Proficient in Microsoft Office
  • Team player
  • Is more proactive than reactive
  • Strong leadership skills


Preferred Skills

  •        Strong technical and billing system understanding
  •        Bachelor's degree


Physical Requirements and Working Conditions

  •        The ability to predictably and regularly attend work and to be punctual.
  •        The ability to read and understand documents and drawings.
  •        The ability to work cooperatively with others.
  •        The ability to deal politely and professionally with customers and/or coworkers.
  •        The ability to perform several tasks at once.
  •        The ability to follow direction or instruction.
  •        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.
  •        The ability to listen to others on the telephone for extended periods of time.


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

1&1 IONOS, Inc
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