The Onboarding Concierge is responsible for reviewing newly established services to ensure services are set up according to the product offering, contacting customers to discuss services, answer questions and offer advice regarding Website and/or Online Marketing packages.
Essential Duties and Responsibilities:
Review newly established services to ensure all setup work been completed, facilitate and/or resolve any and all service-related issues as needed, in order to retain customers.
Contact customers to discuss newly established services, to answer questions and offer advice regarding Website and/or Online Marketing packages.
Objectively collect customer feedback in a professional manner via surveys regarding their experience at various times throughout the customer life cycle, to gauge customer engagement and satisfaction to help improve Web.com products and processes.
Promote the benefits of newly established services to reduce early-life churn and increase customer retention; and/or resolve accounts in a delinquent state by reselling the service, collect back-billing, and obtain new, updated method of payment for future services via first party collections.
Communicate with customers via manual inbound/outbound calls, dialer, and e-mail.
Proactively review the suite of Web.com products, (i.e., Website, Search Engine Optimization (SEO), Online Marketing services) with new customers to engage the customer in various parts of the service.
Persuade new customers to take advantage of their entire package, (e.g. setting up professional email accounts, logging into the dashboard, etc.) and encourage them to announce their new website.
Retain accounts by understanding cancellation reasons and applying long-term save techniques.
Make minor text and image changes to Web.com Custom Websites and Online Listings, via web-based design tools and provide customers with suggestions for improvement using knowledge of industry best practices.
Proactively review current services as well as business owner's goals to effectively offer and sell additional products and services.
First party collections; primary focus is on customer retention and secondary focus is collecting past due balance.
Understand reasons for being past due, encourage customer satisfaction with services, negotiate payment arrangements and validate new billing methods.
Provide routine product/process improvement feedback to direct leadership based customer feedback.
Have knowledge of or be prepared to learn additional skill sets and assist with other queue work and/or special projects when requested by Management.
Comfortable negotiating payment with the ability to overcome the objection.
Outgoing personality. Excellent written and verbal communication skills.
Identifies and resolves problems in a timely manner.
Gathers and analyzes information skillfully. Has high attention to detail.
Works well in-group problem-solving situations, develops alternative solutions.
Uses reason even when dealing with emotional topics.
Manages difficult or emotional customer situations without being personally affected.
React promptly to customer needs; Solicits customer feedback to improve service.
Responds to requests for service and assistance; Meets commitments.
Focuses on solving conflict, maintains confidentiality and listens to others without interrupting.
Meets productivity standards; Completes work in a timely manner.
Strives to increase productivity.
Works quickly and manages time well.
High school diploma or general education degree (GED).
One to three years' experience and/or training; or equivalent combination of education and experience in customer service, advertising, collections, and/or sales experience.