Client Service Manager

Company Information:

WestHost Inc. began operations in 1998, and has since developed into a leader in the web hosting industry. As a locally owned and operated business in Northern Utah, WestHost has been rated by CNET, Web Host Magazine, HostReview.com, and many other web hosting publications as one of the most reliable and affordable hosting providers available.  WestHost was also recognized as a 2004 Mountain West Venture Group Utah 100 award winning company.

 

With a broad client base covering the world comes a diverse range of web hosting requirements. We have tailored our company around these needs by providing flexible and scalable services. These services include Shared Web Hosting, Dedicated and Virtual Servers, Co-location, Domain Registration, E-commerce Tools and Merchant Account solutions. We currently host over 25,000 sites around the world.

Position Summary:

The Client Service Manager (CSM) is responsible for maintaining superior client services for all WestHost clients. The CSM will help to establish performance standards to meet and exceed the needs of WestHost?s clients. The CSM is responsible for providing consistent direction and training to all WestHost employees to help ensure company goals and standards are being achieved. 

 

The Client Service Manager should assist in policy development, implementation, employee training and professional development. The CSM will monitor ticketing response times, excessive telephone hold times, and manage the overflow process.  The CSM will assist all employees with conflict resolution between angry clients and WestHost, and will personally handle escalated concerns that employees or their direct supervisors are unable to resolve. The CSM will be responsible for the reduction in cancellation statistics, and providing feedback to the Sales & Marketing Director regarding service failures or client concerns.

 

The Client Service Manager should have expert communication and people skills both verbally and in written form, and the ability to successfully coach and train other employees. The CSM should have an in-depth knowledge of company services, programs, and a strong commitment to staying current with industry standards, practices, and procedures regarding client services.

 

Essential Functions:

? Manage the overall direction of the Client Service Excellence Program.

? Responsible for maintaining a high level of quality client services.

? Establish and maintain performance goals.

? Educate and train WestHost employees regarding professional client services: phone etiquette, proper e-mail protocol, and other quality elements.

? Monitor, evaluate and provide follow up training to all applicable employees.

? Handle escalated angry client requests and help to resolve concerns.

? Responsible for churn numbers including data tracking, monitoring, evaluating and suggesting process changes, informing Sales & Marketing Director of concerns, and reducing the total number of cancellations on a monthly basis.

? Responsible for managing the overflow process to ensure incoming calls are being responded to and resolved in a timely manner.

? Assist in the tracking of ticketing statistics, and will help to improve and maintain both 1st response and resolution times in all departments.

? Work closely with clients to help determine areas for improvement in client services.

? Work closely with WestHost employees and management to help determine areas for improvement in client services.

 

Non-Technical Skills:

? Good communication and people skills

? Strong organization skills

? Ability to stay focused

? Multi-tasking

? Highly Self-Motivated

 

Salary and Benefits:

Salary is BOE.  Benefits include: 100% company paid medical insurance, group dental insurance, incentive bonus program, generous 401(k) retirement plan, flexible Paid Time off policy, and holidays.

 

Please Send:

Resume and salary requirements to hr@westhost.com