HAZLETON — Since 1997 Web.com has been the marketing partner for businesses wanting to connect with more customers and grow.
At its Hazleton Customer Service Center in the CAN DO Corporate Center, Web.com employs approximately 200 people with a variety of skills, including seasoned customer service representatives and highly skilled technical engineers.
“We listen, then apply our expertise to deliver solutions that owners need to market and manage their businesses, from building brands online to reaching more customers or growing relationships with existing customers,” the Web.com website states.
“For some, this means a fast, reliable, attractive website; for others, it means customized marketing plans that deliver local leads; and for others, it means customer-scheduling or customer-relationship marketing (CRM) tools that help businesses run more efficiently. Owners from big to small can focus on running the companies they know while we handle the marketing they need.”
‘The complete package’
Melissa Sharp of Web.com said the company is dedicated to providing everything a small business needs to succeed online.
”From registering the perfect domain name, building the perfectly unique logo, to designing and building a state-of-the-art website, Web.com offers the complete package,” Sharp said. “Additionally, we offer organic and paid marketing options — from order-management software, outsourced call center services for your business — to digital and print materials. Our business tools give customers the edge over their competition.”
The Drums office has “on-shored” 83 jobs, formerly filled in the Philippines, bringing all the work to the Greater Hazleton Area in early 2016. There was no additional cost to the company to on-shore these jobs back to Northeastern Pennsylvania — it was the right decision for the business and the community, Sharp said. Web.com partnered with Gov. Wolf’s “Jobs that Pay” program.
“Growth and community contribution is exemplified best in our Drums location,” Sharp said. “Our recent decision end our contract with an off-shore vendor and bring the jobs back in to the United States, more specifically the Greater Hazleton Area, allowed us to commit to 100 percent of our customer service being North America-based.”
Web.com has formed partnerships with many local colleges, universities, and even high schools in order to provide job skills and opportunities to those individuals, conducting on-site presentations and participating in career days, mock interviews, and job shadowing. Some local entities Web.com has partnered with include Luzerne County Community College and Hazleton Area High School’s Science and Technology Center.
In the fourth quarter of 2015, sharp said the company presented a proposal to its CEO, proposing to improve customer satisfaction by routing all customer interactions in-house.
“Our task after that proposal was to prove that our Drums location was the best place to take on those additional interactions,” Sharp said. “We worked with Pennsylvania Career Link, the Hazleton Chamber of Commerce, the Governor’s Action Team and CAN DO Inc., to illustrate that not only do we have the labor pool for the initial staffing increase, but also for the on-going recruiting that would be needed to sustain our workforce.”
Sharp said that it was because of these efforts that the proposal was approved. In 2016, she said Web.come brought 80 jobs on-shore and back to the Greater Hazleton area. This then allowed the company to renew its commitment to and integration with the community, by joining the Hazleton Chamber of Commerce and being active members in the community.
Throughout Q2 and Q3 2018, the Web.com office in Drums underwent more than $250,000 in renovations, courtesy of Can Do Inc., from constructing a new closet, to adding fresh paint to the walls, new carpeting throughout the 2nd floor, and a beautiful new café floor.
“These renovations help to remind our employees that we not only care about them, but we care about the environment in which they work,” Sharp said. “We want a clean, bright, cheerful office space to cultivate creativity and happiness. In 2018, the leadership team also created a peaceful, quiet, zen room for our employees. This quiet room was decorated with minimalism in mind. Additionally, we’ve placed adult coloring books, a sound machine, and a waterfall in this room, creating a relaxing space for employees to take a break.”
Sharp said Web.com’s overall management philosophy is summarized by its office’s company culture mission statement: “To cultivate a respectful team environment which is fun, employee-centric and rewarding. Through forward thinking, customer focused open communications, and innovative solutions, we foster the growth of our employees and the business.”
Sharp said Web.com’s goal is to not only hire talented people, but to also help employees grow as professionals.
“Our common practice is to develop each individual to take the next step in their Web.com career,” Sharp said. “We truly only promote from within — our mantra has become “Grow Here, Stay Here.” In order to keep the employees engaged in the company, we focus on creating a fun environment. Each week we hold a company culture meeting to discuss how we may improve our employee’s life while at work. In addition to that, we have a dedicated Spirit Committee that assists in hosting fun events.”
“We have an on-site clinic so employees may schedule visits with our doctors or nurses at no charge,” Sharp said. “Lastly, we have a nutritional café that is open Monday through Friday with a full menu that serves hot breakfasts and lunches for employees.”
Helping small businesses
On the CAN DO website, Brad Filbert, Senior Director, Customer Service, at Web.com, said the company focuses on helping small businesses start and market their businesses on the Web.
“Our Hazleton Customer Service Center employs approximately 200 employees with a variety of skills, including seasoned customer service representatives and highly skilled technical engineers,” Filbert said. “We are continually seeking trained technical candidates to join the Hazleton call center team.”
Over the last year, Filbert said the Hazleton Center has been an integral part of the growth of the company, having been recognized for providing “An Outstanding Customer Service Experience” from J.D. Power and Associates for four consecutive years.
“Since Network Solutions has opened our doors in the Can Do Corporate Business Park, we have had the pleasure of hiring some of the area’s finest people,” Filbert said. “We look forward to a continued relationship with the community, the Greater Hazleton area businesses and our employees.”
Reach Bill O’Boyle at 570-991-6118 or on Twitter @TLBillOBoyle.