Careers

Customer Service Agent / WordPress Expert

We are looking to add an exceptional person to the Team who will support our goal of providing a 5-star experience for our customers.

What you’ll be doing:

  • Resolve customer issues and queries in a timely manner through phone and email
  • Conduct training for existing customers, and facilitate training for new ones as part of the onboarding process

Our Technical Must Haves:

  • WordPress Basics - Creating/Editing Posts/Pages/CPT; Setting Menus and Widgets; Changing Themes. This is an absolute essential skill as your daily routine will include 80% of WordPress work.
  • Basic knowledge of HTML, CSS, PHP - Changing styles of fonts, header/footer colors, div positions, display: none and understanding what are WordPress Core files, wp-content folder and what is (and how to change it) functions.php file.

Skills Required:

  • Strong customer service mindset - Town Web aims to provide a 5-star experience by ensuring we are able to attend to our customers’ need on a timely manner, with a proper resolution
  • Analytical Skills - Since you will be handling various cases, you must be able to process these questions to provide a correct solution. Most of our customers are non-technical so this skill is a must-have to determine their needs
  • Excellent communication skills - Not just in terms of language, but also ensuring communication to customers are aligned to their skills and knowledge. We are a technical company providing services to non-technical customers, so speaking the language is not just the need but also being able to adjust to the customer's pace.
  • Pleasant and Patient - You must have the patience to deal with non-technical customers, and be pleasant when you are writing them an email or talking to them on the phone.

How We Will Measure Your Success

Fast and efficient is how we want to do it. In order to measure your success in the role, you will be measured on:

  • Customer Happiness
  • Average Handle Time
  • Customer Satisfaction for Training

How to Apply:

If you think you are the one we are looking for, submit THIS FORM for the initial assessment. You will know within 48 hours if you will move to the next level of the process which is an interview.

Town Web Can Provide You With a Fun and Exciting Career

This is a part-time job and it will start at 15 hours per week. We will ramp up the hours for the right candidate. Pay will be $12.00-$15.00/hour depending on prior experience, your soft skills and how quickly you “get it” when fitting into the Town Web culture.

Town Web is headquartered in Madison, Wisconsin but has office locations in Sturgeon Bay, Wisconsin. Some of the Town Web team is distributed and they work remotely from their own home offices or from cooking locations.

In the past four years Town Web has doubled in size employee wise. We now have 17 people who handle all aspects of our customers’ needs. You would have the opportunity to work for a small, yet stable company that is building out unique technology solutions for a non-technical audience.

Town Web’s Customers Love the Service and Support They Receive in the Municipal Industry

Town Web’s customers are small towns, cities and villages in the United States. Most of our end users are municipal clerks or administrators who do anything and everything needed in their local government, and they absolutely love us! They’re the powerhouse who keep their communities together. Town Web provides them with the means and the technological solution to do their jobs efficiently and effectively.

We provide them with technological solutions that are easy to use and have more than  13 years of experience doing so. In the local government sector, we are already very well known nationally since we have over 550 municipal customers across 30 different states.

Our motto is “We Make the Clerk’s Live Easier”. This is why Town Web is chosen as the preferred vendor across 500+ other municipalities. Our solution is very easy to use, comes with awesome support, and is very affordable.

Town Web’s Corporate Culture is Built to be Like a Family  

One thing that makes Town Web quite unique is that we do not have layers of bureaucracy that stifle innovation and creativity. It’s a fairly flat structure and each person on the team is approachable and is able to help you succeed. Each employee has a lot of autonomy in how their job is done and there is no micromanaging whatsoever.

As of Feb 2020, Town Web has 17 total employees. Therefore we are not a company where you would be lost in the crowd, or where you would be looked at as just a cog in a machine. You would be considered as part of the Town Web family and be able to work with a group of people that you’d definitely enjoy hanging out with on the weekends and evenings. 

The founder, Dustin Overbeck, had already spent nine years working in the corporate world before founding Town Web in 2007. Therefore he knew what it was like to work for large companies where people were just cogs in a machine, and where there was a formal corporate structure, layers of rules and bureaucracy, and where innovative ideas died from analysis paralysis.

Town Web strives to be a fun place to work at, where all employees are like family, and where we solve interesting technological problems for non-technical customers. We foster a warm, fun and energetic work atmosphere while solving technology problems for a non-technical audience.

 

 


Account Manager [CLOSED]

Come and work for a FUN, FRIENDLY and web-based company that has been growing for the past 13 years. No selling required!

Working as an Account Manager boils down to these main objectives:

1. Work as a customer advocate

2. Make sure the projects stay on track

3. Ensure the customer is happy through the site build and launch phases

You would be be paired up with an experienced Project Manager who has a wealth of experience with WordPress. They will do the nitty gritty details of building the site. You would be in charge of managing the website launch process.

This job is suitable for somebody who has managed others and who already possesses great time management and personnel management skills. Having great soft skills by working with clients over the phone is essential.

It would be really great if you already knew something about WordPress and Web Design, but if not, that's okay. Training about how our Onboarding Process will of course be provided. You won't need to "get your hands dirty" working on the technical side of things -- we have people for that. However you would need to liase between our non-technical customers and our more technical Project Managers. What matters most is good organizational skills, time management skills, and providing a professional demeanor when interacting with our customers during their Onboarding stage.

Our customers are small towns, cities and villages in across the United States. As of 2019, we have over 527 municipal web design customers. Many municipalities select us because we have a proven track record of delivering easy-to-use websites at an affordable price.

Here's some things you would be responsible for (guidance and training provided, of course):

  • You would be the liason between the Client and our Project Managers
  • You guide the new client through the various steps that we offer in the Onboarding stage by providing a "White Glove" Experience
  • You become the Client Advocate and take note of any special requests that they might have
  • You manage the PROCESS of the Onboarding Stage
  • Check that the Project Managers are adhering to the Project Deadline
  • Checking the Progress that the Project Manager is making and keeping the Customers in the loop
  • Checking the Quality of Work performed by our Project Managers using our internal "20-Point Checklist"
  • Giving subjective feedback to the Project Manager based on the look, feel and design of the client project.
  • Contacting the Client and giving them a site reveal, and taking note of any questions or changes they want made
  • Checking to make sure that the Project Manager has taken care of completing a customer's punch list and that all special customer requests have been handled

Here are a couple goals or KPIs (Key Performance Indicators) that you would be evaluated on:

  • Are new projects launched on schedule?
  • Did we get an "excellent" rating from the customer?

Here are some traits we would like to have for our future Account Manager:

  • You are a good timekeeper, and always do your best to be on time and to meet customer deadlines.
  • Your communication skills are awesome.
  • You are excellent at remembering to follow up with questions that our clients have without being reminded.
  • You appreciate receiving clear instructions for tasks.
  • You enjoy fitting in and working with the awesome corporate culture that our company has.
  • You are tech savvy. Not in the sense that you know how to code, but in the sense that you “get it” when it comes to online things and open to using new software tools.
  • You have a fast and secure computer to work from, and your internet connection is also decently quick and stable.
  • You have previously had extensive experience working as an Account Management, Executive Assistant, or Project Manager where you had extensive responsibilities in Management and Getting Things Done.

Here are some additional considerations for the day to day job duties and what you can expect:

  • We'll start at 10-20 hours per week
  • You can expect to receive great communication for the company president and from other senior staff with clear instructions and feedback.
  • You'll be paid the agreed amounts promptly
  • You'll have a lot of flexibility with your working hours, but would prefer to have most of the work done during normal business hours in East Coast or Midwest time zone when our customers are mostly available.
  • We are committed to building a long term relationship with you. Many people working for us have been working with us for many many years.

See a video about the Account Manager role at Town Web:

In order to be considered, just send an email to [email protected] expressing your interest in the Account Manager position. Just put "Account Manager Position" as the subject line heading.

No need to be fancy in the email, but you can attach a PDF resume if you have one. Once we get your email, we'll reply back with a link to a Google Form as the next step in the application process.

We look forward to hearing from you!

Client Solutions Manager [CLOSED]

Assist our pre-customers by understanding their needs and recommending them the package that best fits their needs and budget.

Apply online here: https://docs.google.com/forms/d/e/1FAIpQLSdgq9r3Vbx0_XUPp2P5DtNs6niXfWDd0A_tDIS26b0_AV7Wug/viewform

  1. Work with the marketing team to create and optimize the leads funnel
  2. When an inquiry from a pre-customer comes in (usually via email), call them back on the phone, ask questions, and listen to what their needs are
  3. After fully understanding the needs and requirements of the pre-customer, compile for them a custom quote that matches their needs & requirements
  4. Provide one-on-one demos for those pre-customers who want to get a feel for how our software works prior to signing on with Town Web
  5. Stay in touch with the pre-customer during the quoting phase to answer any further questions or concerns they might have
  6. Offer ideas and suggestion for new and interesting creative ways to reach out and engage with the pre-customer
  7. Offer suggestions on the pricing and bundling of options for future pre-customers
  8. Document the notes and schedule follows from within the CRM

Having Amazing Soft Skills Will Make You Successful in this Role

Since this is a role that works directly with people who will eventually be our customers,  it will be imperative to have excellent soft skills. Prior success in customer service or in another role where you had direct customer-facing experience would be highly valued.

The interesting thing about this role is that it is not a sales role. Town Web does not need to use any sales tactics or pressure tactics to convince anybody to sign up for our services. Nobody needs to be working as a “closer” to get a signed contract either. Instead, your role is to simply understand the pain points and requirements each pre-customer has and recommend a solution to fit their needs and budget.

You’ll Also Need to Have Excellent Technology Skills

We are a technology company and we provide technical solutions to a non-technical audience. The entire Town Web team relies heavily on software technologies to work efficiently and effectively. It would be beneficial if you’re already familiar with the types  of tools that smart companies, like Town Web use, including Slack, Zoom, Zapier, G Suite, JIRA, Calendly, Pipedrive, GravityForms, Basecamp, etc.)

Town Web Can Provide You With a Fun and Exciting Career

This is a part-time job and it will start at 15 hours per week. We will ramp up the hours for the right candidate. Pay will be $12.00 - $18.00/hour depending on prior experience, your soft skills and how quickly you “get it” when fitting into the Town Web culture.

Town Web is headquartered in Madison, Wisconsin but has office locations in Sturgeon Bay, Wisconsin. Some of the Town Web team is distributed and they work remotely from their own home offices or from coworking locations.

In the past four years Town Web has doubled in size employee wise. We now have 17 people who handle all aspects of our customers’ needs. You would have the opportunity to work for a small, yet stable company that is building out unique technology solutions for a non-technical audience.

Town Web’s Customers Love the Service and Support They Receive in the Municipal Industry

Town Web’s customers are small towns, cities and villages in the United States. Most of our end users are municipal clerks or administrators who do anything and everything needed in their local government, and they absolutely love us! They’re the powerhouse who keep their communities together. Town Web provides them with the means and the technological solution to do their jobs efficiently and effectively.

We provide them with technological solutions that are easy to use and have more than  13 years of experience doing so. In the local government sector, we are already very well known nationally since we have over 550 municipal customers across 30 different states.

Our motto is “We Make the Clerk’s Live Easier”. This is why Town Web is chosen as the preferred vendor across 500+ other municipalities. Our solution is very easy to use, comes with awesome support, and is very affordable.

Town Web’s Corporate Culture is Built to be Like a Family

One thing that makes Town Web quite unique is that we do not have layers of bureaucracy that stifle innovation and creativity. It’s a fairly flat structure and each person on the team is approachable and is able to help you succeed. Each employee has a lot of autonomy in how their job is done and there is no micromanaging whatsoever.

As of Feb 2020, Town Web has 17 total employees. Therefore we are not a company where you would be lost in the crowd, or where you would be looked at as just a cog in a machine. You would be considered as part of the Town Web family and be able to work with a group of people that you’d definitely enjoy hanging out with on the weekends and evenings. 

The founder, Dustin Overbeck, had already spent nine years working in the corporate world before founding Town Web in 2007. Therefore he knew what it was like to work for large companies where people were just cogs in a machine, and where there was a formal corporate structure, layers of rules and bureaucracy, and where innovative ideas died from analysis paralysis.

Town Web strives to be a fun place to work at, where all employees are like family, and where we solve interesting technological problems for non-technical customers. We foster a warm, fun and energetic work atmosphere while solving technology problems for a non-technical audience.

Apply online here for the Client Solutions Manager position: https://docs.google.com/forms/d/e/1FAIpQLSdgq9r3Vbx0_XUPp2P5DtNs6niXfWDd0A_tDIS26b0_AV7Wug/viewform


Account Manager [CLOSED]

Come and work for a FUN, FRIENDLY and web-based company that has been growing for the past 13 years. No selling required!

Working as an Account Manager boils down to these main objectives:

1. Work as a customer advocate

2. Make sure the projects stay on track

3. Ensure the customer is happy through the site build and launch phases

You would be be paired up with an experienced Project Manager who has a wealth of experience with WordPress. They will do the nitty gritty details of building the site. You would be in charge of managing the website launch process.

This job is suitable for somebody who has managed others and who already possesses great time management and personnel management skills. Having great soft skills by working with clients over the phone is essential.

It would be really great if you already knew something about WordPress and Web Design, but if not, that's okay. Training about how our Onboarding Process will of course be provided. You won't need to "get your hands dirty" working on the technical side of things -- we have people for that. However you would need to liase between our non-technical customers and our more technical Project Managers. What matters most is good organizational skills, time management skills, and providing a professional demeanor when interacting with our customers during their Onboarding stage.

Our customers are small towns, cities and villages in across the United States. As of 2019, we have over 527 municipal web design customers. Many municipalities select us because we have a proven track record of delivering easy-to-use websites at an affordable price.

Here's some things you would be responsible for (guidance and training provided, of course):

  • You would be the liason between the Client and our Project Managers
  • You guide the new client through the various steps that we offer in the Onboarding stage by providing a "White Glove" Experience
  • You become the Client Advocate and take note of any special requests that they might have
  • You manage the PROCESS of the Onboarding Stage
  • Check that the Project Managers are adhering to the Project Deadline
  • Checking the Progress that the Project Manager is making and keeping the Customers in the loop
  • Checking the Quality of Work performed by our Project Managers using our internal "20-Point Checklist"
  • Giving subjective feedback to the Project Manager based on the look, feel and design of the client project.
  • Contacting the Client and giving them a site reveal, and taking note of any questions or changes they want made
  • Checking to make sure that the Project Manager has taken care of completing a customer's punch list and that all special customer requests have been handled

Here are a couple goals or KPIs (Key Performance Indicators) that you would be evaluated on:

  • Are new projects launched on schedule?
  • Did we get an "excellent" rating from the customer?

Here are some traits we would like to have for our future Account Manager:

  • You are a good timekeeper, and always do your best to be on time and to meet customer deadlines.
  • Your communication skills are awesome.
  • You are excellent at remembering to follow up with questions that our clients have without being reminded.
  • You appreciate receiving clear instructions for tasks.
  • You enjoy fitting in and working with the awesome corporate culture that our company has.
  • You are tech savvy. Not in the sense that you know how to code, but in the sense that you “get it” when it comes to online things and open to using new software tools.
  • You have a fast and secure computer to work from, and your internet connection is also decently quick and stable.
  • You have previously had extensive experience working as an Account Management, Executive Assistant, or Project Manager where you had extensive responsibilities in Management and Getting Things Done.

Here are some additional considerations for the day to day job duties and what you can expect:

  • We'll start at 10-20 hours per week
  • You can expect to receive great communication for the company president and from other senior staff with clear instructions and feedback.
  • You'll be paid the agreed amounts promptly
  • You'll have a lot of flexibility with your working hours, but would prefer to have most of the work done during normal business hours in East Coast or Midwest time zone when our customers are mostly available.
  • We are committed to building a long term relationship with you. Many people working for us have been working with us for many many years.

See a video about the Account Manager role at Town Web:

In order to be considered, just send an email to [email protected] expressing your interest in the Account Manager position. Just put "Account Manager Position" as the subject line heading.

No need to be fancy in the email, but you can attach a PDF resume if you have one. Once we get your email, we'll reply back with a link to a Google Form as the next step in the application process.

We look forward to hearing from you!