Professional Services - Customer Experience Associate

Who we are. 
 

Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We have some of the industry's most prominent and storied go-to-market brands, including Bluehost, HostGator, Domain.com, Network Solutions, Register.com and Web.com. We help customers of all sizes build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. The strength of our company lives in the intersection of our people, our customers, and our brands. 

The Professional Services Customer Experience Associate is an offline role responsible for supporting the Professional Services Fulfillment team in overall Customer experience and Customer retention opportunities. The focus of this role is analyzing Customer feedback and making recommendations based on the research to leadership, reviewing surveys to support an increase in overall Customer satisfaction, and account investigation through call listening and Pro Serv product experience reviews to help maximize team efficiencies with decrease Customer cancellation. This role works closely with various departments within Pro Serv to ensure our Customers receive the highest level of service possible.

What you’ll do & how you’ll make your mark.  

• Identify & Recommend Resolution to Customer Concerns: The Professional Customer Experience Associate will work collaboratively with other Pro Serv departments to resolve Customer concerns to improve Customer retention through presentations to the leadership teams supporting additional team coaching or alternate retention techniques

• Manage Customer Feedback: Organization, tracking, and reporting are essential functions for this role. Keeping a well-organized system of projects and objectives will help to increase Customer retention and help to drive Pro Serv goals.

• Team Projects: The Customer Experience Associate will play an active role in participating, organizing, and driving team projects to completion. This role will work with cross-functional teams to develop and implement Customer-centric initiatives.

• Active Communication: The Customer Experience role will interface with Professional Services leaders and team members, and with other teams at Newfold. The Pro Serv Customer Experience candidate should be comfortable communicating with team members and leaders and have good listening skills.

• Idea Generation & Problem Solving: This role will need to use problem-solving and decision-making skills to identify Customer concerns or internal-process inefficacies and then proactively offer recommendations and quick fixes to ensure Customer satisfaction.

• Continued Education: Maintain a thorough understanding of the company's products, services, and systems to provide accurate feedback to leadership.

Who you are & what you’ll need to succeed. 

• The ideal candidate will have a passion for customer service, strong communication skills, and the ability to work in a fast-paced environment
• Must demonstrate some experience in customer service, customer support, or a related field
• Must demonstrate experience in working with a team and being comfortable communicating verbally and in writing to a team
• Must demonstrate experience in being self-motivated and having effective problem-solving skills
• Must demonstrate the ability to work independently and as part of a team
• Must demonstrate experience in multi-tasking and being well-organized
• Must be proficient in MS Office Suite (Word, Excel, Power Point, etc.)

Why you'll love us.

• Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well. 

• We celebrate one another’s differences.  We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees.  We have 20 + affinity groups where you can network and connect with Newfolders globally.  

• We care about you. We are a family, and we care about you and your family’s physical and mental health by providing competitive HMO benefits – 200k MBL with two free dependents upon regularization! We also give out Punctuality Bonus, Generous Vacation policy, and much more!  

• Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold!

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.