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

Job Purpose:

The Inbound Sales & Retention Team Leader is responsible for leading a team of agents handling sales of products & services, customer retention, account & billing inquiries, and basic technical support. The team leader designs and implements strategic retaining processes, coaches agents with inbound and outbound call techniques, continually develop knowledge of IONOS hosting services, develop support knowledge to readily help customers to try to retain or save the account and continuously focuses on further fine tuning and enhancing existing procedures.

Duties and Responsibilities

  • Work with International Retention Hub to develop specific offers for the US Market
  • Continuously update project knowledge and what is needed to best serve customers in the Retention process.
  • Monitor and coach team performance on a daily basis.
  • Report on daily performance to management.
  • Understand specific KPI's and what is needed to reach all targets.
  • Focus not only on Retaining customers, but sustaining them long term.
  • Select and train new employees when needed.
  • Other duties may be assigned for business case
  • Travel will be required for this role

Qualifications

  • 4 year degree, or High School Degree or equivalent with equivalent job experience
  • At least 6 years' experience in Retention/Sales/Customer Service industry.
  • Three (3) years of supervisory experience, or a proven internal success track record with managerial experiences.
  • General understanding of the Webhosting Industry.

Preferred Skills

  • Strong MS Office Skills, especially MS Excel
  • Extensive knowledge of the Internet and Webhosting topics.
  • Knowledge of call forecasting and capacity planning.
  • Prior hands on Sales/Retention experience.
1&1 IONOS, Inc
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