InMotion Hosting is one of the nation's fastest-growing web hosting companies, having achieved exceptional performance for many years. Due to our continued growth plans, we're expanding our team and adding an Operations Analyst to support our Sales, Customer Service, and Web Design teams.
If you're experienced in business and process analysis, have worked in web hosting, are comfortable in an individual contributor role, can work effectively in an independent environment, thrive in setting and hitting targets, are assertive and can keep up with the fast pace of this industry then keep reading.
What You'll Do:
Manage the identification and formation of solutions to complex system and customer issues in an effort to increase client satisfaction and operational performance of the Sales, Customer Service, and Web Design teams.
Improve overall efficiency of the Sales team, including their conversion rates, average revenue per sale, follow-up ability, and general salesmanship practices.
Responsible for development and maintenance of internal departmental support tools. This includes CRM development, enhancement, and maintenance. As needed, updates to Wiki (and similar platforms) in regards to technical guidance, customer service, product specifications and industry trends.
Analyse of business data to determine deficiencies in processes, customer dissatisfaction/satisfaction levels.
Develop tools and processes to help optimise workflow and reduce operating costs.
Responsible for improving the technical product knowledge and support skills of all Sales, Customer Service, and Web Design team members.
Assist the Senior Manager in evaluating associates for training needs and individual growth opportunities. Advise him/her regarding the development needs of associates.
Work to continuously analyse and advance the means (chat, ticket and call software/systems) by which clients interact with the business.
Prepare senior level presentations to discuss findings and identify next steps for best practice implementation through a defined project delivery method.
Conduct on-going product and continuous development training for associates.
Develop, deliver and maintain follow-up training modules and advanced product knowledge training for all associates. Develop a detailed training schedule for each associate to bring them to expert knowledge levels over time.
Work with Quality Assurance to align training and QA measurement practices. Analyse QA results and recommend training or corrective actions to the Senior Manager.
What You'll Get:
A fun, relaxed working environment with a casual dress code (jeans ok).
Profit Sharing twice yearly based on performance and hire date.
Free weekly snacks and free lunch on Tuesdays.
The opportunity to work with an established and growing company comprised of awesome people.
Ideal Candidates Have:
2+ years of experience in a Call Center environment, sales, customer service/retention or help desk capacity.
Extensive experience in CRM development, customization, workflows, and sales funnels.
Demonstrated passion for excellence with respect to treating and caring for customers.
Ability to communicate clearly and professionally, both verbally and in writing.
Ability to handle complaints and upset customers.
A pleasant, patient and friendly attitude.
Strong detail orientation and communication/listening skills.
Experience with multi-line telephones, online ticketing systems, and chat software required.
Knowledge of technical support issues related to Internet connectivity and PC troubleshooting.
The below is optional but can help make you a top candidate:
Willingness to work a flexible schedule and overtime when needed.
Experience with Linux, cPanel, and Microsoft Office.
Experience with Sugar CRM.
Experience working within Google Apps, including Sheets, Docs, Slides, Mail, Drive, and
Highly developed sense of integrity and commitment to customer satisfaction.
A strong work ethic and team player mentality.
Strong decision making and analytical abilities.
Ability to type a minimum of 60 WPM.
A few more things:
Medical, Dental, Vision, Disability, Life Insurance, and 401K Plans.
Paid Time Off and Company Paid Holidays.
Wear Jeans Every Day.
Awesome Company Parties and Onsite Events.
A free VPS.
Virginia Beach, VA
Learn more about what it is like working at InMotion and yes, we have the best parties in town. You can check out our products here.