jobs-at,Internet Corporation for Assigned Names and Numbers (ICANN)--NORTH-AMERICA

New gTLD Program Customer Service Representative, Los Angeles California United States

Internet Corporation for Assigned Names and Numbers (ICANN)

12025 Waterfront Drive, Suite 300

Los Angeles, CA 90094-2536, USA

Tel: +1 310 301 5800

Fax: +1 310 823 8649

New gTLD Program Customer Service Representative

Tracking Code 3 Job Description

ICANN has an exciting new opportunity for a New gTLD Customer Service Representative.

The position will be part of the New gTLD Customer Service Center and will primarily be responsible for responding to customer inquiries and requests.

    This position is expected to evolve with the program and increase in responsibilities and scope.

    Accordingly, this position requires a highly motivated self-starter with a strong dedication to customer service, and the ability to succeed in a high-pressure environment with frequently changing priorities.

Key Responsibilities:

•     Monitor emails/cases in ticketing system and provide responses to customers’ request according to established SLAs.
•     Coordinate with ICANN’s internal departments and stakeholders to address customers’ requests.
•     Interface with applicants (via email and phone) to request additional information (as needed) to process requests.
•     Provide applicants with status updates on their requests and inquiries.
•  
• ICANN is an unusual global organization. It is based on a multi-stakeholder concept that brings interested voices around the world into the bottom-up policy-making process for the Internet’s domain name system. You can find more about us at

    http://www.icann.org.

There is no typical ICANN employee.

    Our staff has a wide range of backgrounds and working styles, with many working remotely, and we have offices in Europe, Australia and the United States. We are expanding and changing rapidly.

Required Skills

•     Excellent written and verbal communication skills, including professional grammar and demeanor
•     Ability to communicate complex and sometimes controversial information, concepts, policies and positions, both verbally and in writing, to internal and external audiences
•     Previous Customer Service Representative experience is required
•     Strong organizational skills
•     Ability to multi-task and project manage with attention to detail in a fast-paced environment
•     Familiarity with the operations of a contact/call center
•     Strong computer skills
•     Able to work independently; self-motivated
•     Strong interpersonal skills; able to work collaboratively with colleagues at senior and junior level from internationally diverse cultures and backgrounds
•     Familiarity with Salesforce a plusICANN values diversity and gives preference to candidates with demonstrated skills in languages in addition to proficient written and spoken English.
•  

Required Experience

1.     Degree from an accredited college or university
2.     3-5 years of previous work experience in a Customer Service Representative role
3.     Prior international experience strongly preferred
4. ICANN is an Equal Employment Opportunity Employer and does not discriminate based on race, color, religion, national origin, ancestry, citizenship, marital status, veteran status, physical or mental disability, sex, sexual orientation,
5.  
6.     age or other protected characteristics and complies with all applicable laws and regulations.
7. Salary commensurate with experience and qualifications. ICANN offers a competitive benefits package, including a retirement savings plan and also employer-paid medical, dental, vision, disability and life insurance.
8. All resumes should accompany a well written cover letter (first impressions are everything). Tell us why you are the best person for the job. Only those with comparable skills will be contacted. No phone calls or email please.

About ICANN: ICANN’s mission is to ensure a stable, secure and unified global Internet. To reach another person on the Internet you have to type an address into your computer – a name or a number. That address has to be unique so computers know where to find each other. ICANN coordinates these unique identifiers across the world. Without that coordination we wouldn’t have one global Internet. ICANN was formed in 1998. It is a not-for-profit public-benefit corporation with participants from all over the world dedicated to keeping the Internet secure, stable and interoperable. It promotes competition and develops policy on the Internet’s unique identifiers. ICANN doesn’t control content on the Internet. It cannot stop spam and it doesn’t deal with access to the Internet. But through its coordination role of the Internet’s naming system, it does have an important impact on the expansion and evolution of the Internet. For more information please visit:

    http://www.icann.org.

 Closing Date: Friday, 26 April 2013

Job Location Los Angeles, California, United States Position Type Full-Time/Regular