TheLadders
Company: TheLadders, New York, N
Company Description: Founded in 2003, TheLadders.com, Inc. is a privately held company offering premier online job search destinations and content for the employment market. Based in New York City, TheLadders' primary focus is helping job seekers and recruiters find the perfect professional fit.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Up to 100 Seats)
Nomination Title: TheLadders, Job Search Support Center
Tell the story about what this nominated team achieved since the beginning of July 2010 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Since 2003, TheLadders has been committed to finding the right person for the
right job. As the leader in the $100K+ job search, we’ve always been dedicated
to the science behind the job search. Having recently opened our services to job
seekers at all levels, we are now able to better service both our business and
consumer customers who are looking for the right professional match. As a
subscription-based online job resource, we continually strive to offer our
members the tools they need to be successful in their job search. With that in
mind, in January of 2011 our customer service department began matching all of
our paying customers with a personal Certified Professional Career Coach.
The Job Search Advisor program was distinguished from other personalized
customer service programs by the level of expertise of our agents as well as our
proactive communications. Within 24 hours of purchase, each of our new members
was called by their “Job Search Advisor” (JSA) who oriented the member to our
site and gave customized job search advice. Every new Premium Member was paired
their own JSA whose picture and contact information featured prominently on
his/her home page. We found that developing a one-on-one relationship between
our job seekers and our agents quickly led to more engaged customers and more
cordial interactions. After receiving the New Member Orientation call, our
members were:
• 45% more likely to upload their resume to our site
• 40% more likely to create automatic email alerts of their search results, and
• 71% more likely to utilize our revolutionary Follow Recruiter feature.
Internally, the program served as the perfect resource for data collection. We
were able to get firsthand, verifiable feedback from our team on the different
characteristics and opinions of our customers. We built warm leads for our sales
team and provided them with the background information they needed to customize
pitches for our diverse career service offerings. Most notably, what we learned
from the JSA program helped us build TheLadders Signature program, a unique
one-on-one job search program that guarantees customers a job offer (in their
salary range) within six months, or their money back. Signature has once again
set TheLadders apart as one of the most innovative online career resources.
Signature has:
• A 90% success rate,
• Helped us build our team by 8%, and
• Grown company-wide profits by 40% more than originally projected since its
June launch.
In this changing economic climate, pioneering initiatives like the Job Search
Advisor program and Signature help us grow with our customers, an essential
piece of TheLadders’ continued success.
List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
This link leads to a falsified screen shot from the customer registration flow.
In this image as well as on the customer's homepage the customer has access to
his/her Job Search Advisor's phone number, email address, as well as his/her
full name and photo:
http://cdn.theladders.net/static/images/JSSC/StevieAwards/JSA_Onboarding_Screenshot.jpg
Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:
Like any other workplace, TheLadders has a few employees whose wide-ranging
skills have helped them grow into indispensable hinges of the company; Niccos
Andrade is one of these people. Of his varied roles and responsibilities as
Operations Manager of the customer service team, “idea man” suits him best.
In addition to the JSA program, Niccos has developed and managed four
customer-focused programs over the five years he’s been working at TheLadders.
He’s grown with the department from a core “community” team of 20 people to its
current 50-person force. We can’t wait to see where he brings us next.