The Customer Service Representative I is expected to provide the highest level of customer service, in assisting cPanel license customers in all aspects of licensing, customer service, orders & payments and many other account related tasks.

This position is also responsible for being a subject matter expert on cPanel internal and external systems, by learning these systems and helping monitor and manage reports. Additionally, this position is responsible for engaging in team activities utilizing Scrum to improve departmental efficiency and complete projects with effective time management.

This position requires a self-starting individual that will utilize resources and peer’s knowledge to conquer tasks, and has the ability to articulate this to both employees and customers.

Essential Functions:

• Answers customer’s licensing, account and customer service requests through tickets, phone, and live chat
   
• Processes customer orders and payments, and assists customers with license and order issues
   
• Processes Partner applications and sets up accounts in cPanel systems; Ensures documents are uploaded for accounts
              Participates in team projects and meetings using Scrum/Agile 
   
• Previous Scrum experience not required, training is provided
   
• Creates and helps maintain improvement and feature requests for internal and external systems
   
• Adheres to all company and departmental policies and procedures
   
• Exemplifies cPanel’s Core Values of Integrity, Respect, Collaboration, and Follow-Through
      Assists customers with the highest level of customer service at all times

Additional Duties and Job Responsibilities: 

• Ad hoc reporting to management and company executives
• Completes other job duties as assigned by management

Competencies:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The competencies listed below are representative of the knowledge, skill, values and/or abilities that are required.  


Customer Service Skills 

• Empathetic - Naturally favors a high use of empathy in all forms of communication by listening and using the ability to personalize responses by identifying with others
   
• Adaptability/Versatile - Able to adjust to new departmental practices and evolving processes; proactive with changes in work environment, manages competing demands and flexible with frequent change, delays or unexpected events
   
• Passionate - Displays a strong, positive attitude and willingness to go above and beyond; Dedicated individual who cares about the success of the organization
   
• Planning/Organizing Skills - Able to prioritize work activities, use time efficiently in an unsupervised fashion and work through large projects in a self-motivated manner. Exceptional project management and multitasking abilities
   
• Team Skills - Able to collaborate and help others when finishing projects and tasks, demonstrates the ability to develop effective internal/external relationships by being very approachable, constructively accepts input from others in decision making processes
   
• Other Skills/Values - Exhibits personal and team accountability, proactive problem solver; identifies work that needs to be done without being told, maintains high standards within the department

Communication Skills

• Exceptional Oral Communication Skills - Speaks clearly and respectfully in positive or negative situations to external and internal customers
   
• Advanced Written Communication Skills - Superior written communication skills required; able to communicate effectively in all written work, utilizing proper grammar, spelling, and punctuation with heavy attention to detail

Customer Service Experience

• Advanced experience with delivering courteous, professional, and patient assistance to a wide range of customers who have a variation of communication methods and potential challenges

Education and Computer Experience

• High School diploma or equivalent
• 2 years of customer service experience and/or general office administration experience
• Above average math skills with the ability to apply fractions, percentages, ratios and proportions to practical situations
• Strong attention to detail

Preferred Skills

• Strong familiarity with and understanding of common industry terms, as well as knowledge associated with the Web Hosting industry
• Advanced Internet and research skills, proficient use of iWorks software and other Apple Products
• Keyboarding/typing/data entry skills of 45-50 words per minute

Travel - Occasional local and/or overnight travel, some by air, specific to training courses or company conferences may be required

In return for all the above, we offer the following:

• Competitive Salary
• Full Health, Vision, and Dental coverage
• Flexible Spending Account
• Free on-site lunch
• Paid Vacation
• Tuition Reimbursement
• Casual Working Environment
• 401K Matching

EEO Statement

At our company, we take great pride in our diverse and talented workforce. We recognize that our continued success as a company depends largely on the collective strengths of our employees.

cPanel provides equal employment opportunities to all employees and applicants without regard to race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related) or sexual orientation in accordance with applicable federal, state and local law. This policy applies to all terms and conditions of employment, including, but not limited to hiring, placement, termination, layoff, recall, transfer, leaves of absence, compensation and training.  Privacy is taken seriously at cPanel, Inc. Information submitted is kept internally and not shared with third parties.