Earth Link, Inc. Work Values

Daily Duties at Earth Link, Inc.:

Responsible for customer service satisfaction for all high-speed consumer products including cycle time and quality. Responsible for a team of 6 direct reports, 430 CSRs nationwide and an operating budget of $15 million. Tasked to improve service-high abandonment rate and long hold times. Focused organization on productivity, process improvement, system enhancements and cost reduction initiatives. Successfully championed change both upward and downward. Responsible for strategic and tactical operations within the CS department. Provided staffing forecasting and performance reporting to line management. Prepped CS department for new product rollout and customer / product acquisitions. Created and standardized a division wide product roll out process. Established an acquisition support team to work in conjunction with external teams making acquisition deals. Established a customer loyalty & retention group focused on escalations, retaining existing customers and salvaging customers wishing to cancel service. Oversaw proactive outbound initiatives to new customers to ensure proper set up of account or win back customers who cancelled service. Resolved customer escalated issues.

What they like about Earth Link, Inc.:

The social vibrance of a hiring firm is very important to you. Your ability to make and maintain friendships there is a critical part of your decision. You would likely be dissatisfied with a workplace that is quiet, cold, or otherwise not particularly social. When you investigate a new hiring company, ask recruiters, managers, and potential co-workers about the social life and opportunities there. This is especially important when you are relocating; moving dramatically alters your social sphere both inside and outside the workplace.

Tags

Customer Service Director, Customer Service Manager, Director of Operations, Process Improvement, Strategic Planning, Quality Assurance, Vendor Management, Reporting, Training, Budgets, Operations Management

Skills

P&L responsibilities, Presentation, Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts., Technology Solutions, Sales Support, Software Implementation, Requirements Analysis & Specification, Leadership

These are some of the questions we asked our climbers about their experiences with Earth Link, Inc.: