Who we are.
At Network Solutions, we’ve been trusted for decades to help people get online and stay ahead. We’ve been here since the beginning of the internet, and we’re still building for what comes next.
As the original digital identity authority, we help secure domain names, protect brands, and safeguard the infrastructure businesses rely on. We empower our customers to own and manage the assets that define them online, while delivering enterprise-grade security to protect against virtual threats. Our team leverages modern, AI-accelerated tools to streamline how businesses manage their digital presence, making the most of our decades of experience.
The Network Solutions team is here to help online businesses protect what’s theirs and build for tomorrow. That’s why millions trust us to protect their domains, brands, and websites every day.
What you’ll do & how you’ll make your mark.
Continually learn/expand online marketing knowledge and knowledge of Newfold Digital product suite
Interact directly with customers via inbound and outbound calls through telephone queues and online marketing modification requests
Apply learned online marketing and Newfold Digital product suite knowledge to assist customers with questions and problem-solving
Properly document all client transactions
Exhibit strong ownership and accountability of customer calls – treat the customer experience as your own from start to finish and communicate customer needs to appropriate department leaders.
Resolve customer issues effectively by applying active listening skills, strong empathy, and the ability to quickly identify the root cause of the customer's issues
Act as the voice of the customer –communicates customer feedback, opportunities and trends to appropriate department leaders communicate
Independently make basic/minor changes to customer campaigns including photo edits, copy changes or properly communicate needed changes to other departments for implementation
Set appropriate customer performance expectations and promote value of product/services
When appropriate, recommends upsell and cross-sell product suggestions that can benefit the customer’s web presence
Who you are & what you’ll need to succeed.
Excellent verbal and written communication
Demonstrate behaviors aligned with company core values
Must demonstrate at least 1 year in professional role(s). Professional experience may include internships or roles not related to online marketing/customer support.
Experience in working with people and having strong communication and people skills is required
Experience in being self-motivated and having effective decision-making skills is recommended, but not required
Experience in multi-tasking and being well-organized is recommended, but not required
Must be proficient in MS Office Suite (Word, Excel, Power Point, etc)
Prior online marketing experience recommended, but not required.
Deliver and maintain expected productivity and quality standards within expected time frames.
Strong passion for customer service and solving customer questions, along with customer centric attitude
Ability to fully work escalations, de-escalate angry/irate customers, and retain them with minimal Supervisor input
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 one free dependent upon one year of service! 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!
#NetworkSolutions
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.