Operator, Contact Center Complaint Escalation (f/m/d)

IONOS EN•Philadelphia, PA

4d•Hybrid

About The Position

At IONOS, the leading European provider of cloud infrastructure, cloud services and hosting services, you will work together with a wide range of teams. We are characterized by open structures, a friendly working culture and flat hierarchies with a strong team spirit. We firmly believe that work and fun are compatible, and offer you the right environment for this. Our constant growth means that we are always looking for new colleagues. Become part of IONOS and grow with us. Job Purpose: In this role you will function as a specialist in de-escalation, customer facing processes and policies, and back-end billing operations. Work both independently, and interdepartmentally as needed to achieve optimal customer satisfaction. Process complex and high-profile customer issues, increases customer satisfaction, and decreases multiple contact cases. Handle 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. Identify complaint trends, defects, and process/policy issues, and provide recommended solutions in order to improve our products, services, and the overall customer experience.

Requirements

High school diploma or equivalent.
At least six months experience within the company and at least three 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 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.
Experience in various Social Media platforms
The ability to perform the essential responsibilities of this job in our Philadelphia office on a hybrid basis.
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

Nice To Haves

Prior experience in "second level" or "escalated" customer conflict resolution.
Expertise in customer service processes and escalations.
Experience in web hosting technologies, domains, networking, or server use/support
Prior experience utilizing creative writing in a professional setting.
SAP experience

Responsibilities

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 communication skills, showing empathy when appropriate, and clearly communicating technical processes 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
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 for issues
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.
Maintain a positive image of IONOS' as a company and its' 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.