1&1 IONOS, Inc
  • Web Hosting Support
  • Philadelphia, PA, USA
  • Full Time

Job Purpose

The Executive Solutions Manager (ESM) is a specialized support expert who leverages their knowledge of the company's policies, products and resources to determine and deliver the best available solutions to our customers.

The Executive Solutions Team (EST) is the highest level of escalation within our customer facing departments, and therefore, an ESM is a specialist in de-escalation, customer facing processes and policies, and back-end billing operations, and must work both independently, and interdepartmentally as needed to achieve optimal customer satisfaction.

The ESM processes complex and high-profile customer issues, increases customer satisfaction, and decreases multiple contact cases. The ESM handles executive escalations, which include, but are not limited to, complaints to executive board members, the Better Business Bureau, the Attorney General and other consumer protection organizations, as well as media, social media and legal threats, often acting as a liaison between our company and outside organizations.

The Executive Solutions Manager identifies complaint trends, defects, and process/policy issues, and provides recommended solutions in order to improve our products, services, and the overall customer experience. The Solutions Manager acts as a resource for 1st and 2nd level teammates as necessary.


Duties and Responsibilities

  • To manage executive level escalations, as well as organic escalations within customer care, with a high level of customer satisfaction through email, phone, internal chat, and social media platforms
  • Adeptly apply professional language skills, showing empathy when appropriate, and clearly communicating technical processes in English both verbally and in writing.
  • De-escalate difficult customer situations via phone or email
  • Work jointly with other departments, management, and remote colleagues to develop and provide creative, effective solutions when resolving escalated customer issues
  • Employ active listening and thorough case research to make informed decisions
  • Learn and utilize necessary case management and web tools to complete tasks
  • Learn existing and new policies and procedures which are followed daily by customer care
  • Research and resolve advanced and back-end billing issues.
  • Utilize knowledge of IONOS products and services, reasoning and compromise, for positive issue and/or conflict resolution.
  • Analyze customer issues, as well as IONOS' products, policies and procedures to identify root causes
  • Make analysis-based suggestions for product, policy, and procedure improvements as well as defect elimination
  • Address and resolve back-end issues including, but not limited to, chargeback disputes, collections discrepancies, bankruptcy filings, credit card de-authorization requests, wire payments, and creating billing process tickets.
  • Utilize word processing, spreadsheet and presentation software, currently G-Suite (Docs, Sheets, Slides) to track data and share information
  • Maintain a positive image of IONOS' as a company and it's Customer Care organization by managing potentially difficult and evolving situations clearly, courteously and professionally.
  • Balance multiple issues in a fast paced environment and manage changing priorities.
  • Reliable transportation.
  • Perform other duties, special tasks, and intra-team coverage as assigned

Qualifications

  • High school diploma or equivalent.
  • At least one (1) year experience within the company.
  • At least three (3) years of customer service experience.
  • Demonstrated strong spoken and written communication skills.
  • Proficient in word processing, spreadsheet and presentation software. IONOS currently uses G-Suite (Docs, Sheets, Slides)
  • Experience working in a high volume setting while maintaining an attention to detail.
  • Prior experience providing customer service via telephone and email.
  • Adept in customer service skills such as active listening, conflict management, de-escalation, professional speaking and writing
  • General understanding of web hosting, using online interfaces, email, service loss or server downtime, social media platforms, etc
  • Ability to learn and maintain intimate knowledge of IONOS' products and services.

Preferred Skills

  • Prior experience in "second level" or "escalated" customer conflict resolution.
  • Bachelor's/4 year college degree preferred
  • Internal expertise of processes and escalations.
  • Experience in web hosting technologies, domains, networking, or server use/support
  • Prior experience utilizing creative writing in a professional setting.
  • Experience with Excel, Word, various Social Media platforms, and SAP

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

1&1 IONOS, Inc
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