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Customer Service Representative
Summary
Title:Customer Service Representative
ID:296218
Department:Customer Service
Location:Houston, TX
Description

Customer Service Representative

Location:      Houston, TX
Type:             Regular, Full Time
Pay rate:       Commensurate with experience
Travel:           Periodic local and overnight travel

The Customer Service Representative is responsible for providing customer service and administrative assistance to cPanel’s customers with inquiries regarding license orders, customer accounts, pricing, and other invoicing/ billing tasks by performing the duties below.

Essential Functions:

  • Assists customers with the highest level of customer service at all times
  • Maintains a core daily schedule (no excessive or unauthorized absenteeism or tardiness), as set by the CS Supervisor to ensure the efficient operations of the Customer Service Department 
  • 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
  • Creates and helps maintain improvement and feature requests for internal and external systems
  • Adheres to the policies and procedures of the company
  • Exemplifies the Core Values of Integrity, Respect, Collaboration and Follow-through

Required Skills and Experience:

  • Customer Service skills - able to deliver courteous, professional, and patient assistance to wide range of customers, some of whom may have limited communication skills
  • Oral Communication skills - able to speak clearly and effectively in positive or negative situations to external and internal customers
  • Written Communication skills - able to communicate effectively in all written work, utilizing proper grammar, spelling, and punctuation
  • Time Management skills - able to use time effectively in an unsupervised fashion, pursuing other activities when regular duties have reduced volume; able to complete projects in a timely manner
  • Planning/Organizing skills - able to prioritize work activities, use time efficiently and work through large projects in a self-motivated manner 
  • Adaptability - able to adapt to changes in the work environment, manage competing demands and able to deal with frequent change, delays or unexpected events
  • Computer knowledge - computer proficiency, which includes strong knowledge of word processing and spreadsheet software; strong knowledge of electronic communication systems; able to navigate internet competently  in order to conduct research
  • Math ability - able to perform basic math operations; able to apply concepts such as fractions, percentages, ratios, and proportions to practical situations
  • Web Hosting - strong familiarity with and understanding of common industry terms, as well as knowledge associated with the Web Hosting Industry
Education/Experience:
  • High School degree or equivalent
  • Three years of customer service experience
  • Experience in web hosting environment a plus

Benefits:

  • 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.

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