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Customer Service Manager

101domain Vista, CA

  • Posted: over a month ago
  • $55,000 to $60,000 Yearly
  • Full-Time
  • Benefits: 401k, dental, life insurance, medical, vision,
Job Description

Work in a fun, fast-paced and family-vibe environment with a stable and seasoned tech company. We are searching for a motivated and experienced customer service manager to lead a division of our customer service team. This team is dedicated to delivering a superior service experience and enhanced product value to each of our customers. The team provides customer support on a wide range of needs such as general domain questions, order status, billing, account access, and light technical support.

101domain.com is an established internet services company in business since 1999. Learn more about our products and services at https://101domain.com. The world of domain names, web hosting, and web services is a fun, fast-paced, and growing industry and we're looking for sharp, detail-oriented and reliable individuals to help us achieve our goals to conquer the world, one website at a time!

Not familiar with domain names? No problem! You will begin your journey with a one-year on the job training in the various teams of our support department. This is so you understand the roles/responsibilities of the team you will eventually be managing!

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This is a full-time, and normally in-office position.

Compensation: 55-60K/year (including monthly performance bonus)

We are currently working fully remote due to the COVID-19 pandemic. Once we return to office (est. 2022), we expect to move to a Hybrid setup. 

Must be able to work remotely from home (reliable internet and a quiet and dedicated work space.) and return to office upon request. (Equipment will be provided for remote work.)

Responsibilities:

(After the one-year on the job training)

  • Supervise day-to-day operations for a customer service team of 7-10 people.

  • Lead the interviewing, selection, and training of new customer service representatives and leads as well as conduct regularly scheduled reviews

  • Maintain break, lunch and vacation schedules to ensure compliance and meet service level expectation

  • Develop and maintain effective customer service procedures, policies, and standards

  • Develop customer satisfaction and sales goals and coordinate with the team to meet them on a steady basis

  • Handle customer escalations as necessary and manage customer issues as they arise during day to day operations

  • Escalate issues internally to relevant departments and act on requests from other departments

 

Qualifications:

  • Minimum 5 years supervisory or management experience in Customer Service or Call Center environment including managing employee performance and projects

  • Associates degree or higher in Business Administration or related field

  • Proven track record for building successful teams and development of staff

  • Ability and desire to learn, listen, and provide constructive feedback

  • Exceptional organizational, verbal and written communication skills

  • Proficient in Microsoft Outlook, Word and Excel

  • Ability to work independently and balance multiple priorities

  • Excellent troubleshooting skills, ability of processing and analyzing information received

 

Extra points for:

  • Knowledge of the domain and hosting industry

  • Inbound sales and upselling experience

  • Google Workspace experience

  • Technical Support / IT Helpdesk experience

  • Able to read, write, and speak multiple languages -- Spanish, Arabic, Chinese, Portuguese

 

Company Description
101domain.com is a full-service domain name and web services company located in North County San Diego off of Palomar Airport Road.

We focus heavily on global corporate markets working with Fortune 500, Global 2000, startups, and mid-market companies to develop and protect their digital assets online including web properties, domain names, DNS, hosting infrastructure, and trademark usage online.
Working with clients around the world, we are looking for high performance, go getters who love tech and internet technologies and love working with clients to help them achieve their objectives. Work in a dynamic and fast-paced team environment alongside high-performance and driven leadership with a track record of success.

We’re legal! We turned 21 this year as a company and are focused on positioning ourselves for the next 20 years to come. Come join us on our journey!

101domain

Why Work Here?
Fast growing company with fun startup vibe!

101domain.com is a full-service domain name and web services company located in North County San Diego off of Palomar Airport Road. We focus heavily on global corporate markets working with Fortune 500, Global 2000, startups, and mid-market companies to develop and protect their digital assets online including web properties, domain names, DNS, hosting infrastructure, and trademark usage online. Working with clients around the world, we are looking for high performance, go getters who love tech and internet technologies and love working with clients to help them achieve their objectives. Work in a dynamic and fast-paced team environment alongside high-performance and driven leadership with a track record of success. We’re legal! We turned 21 this year as a company and are focused on positioning ourselves for the next 20 years to come. Come join us on our journey!

Address

3220 Executive Ridge

Vista, CA
USA

Industry

Business

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