About the Job
Job Title: Account Manager
Location: Hillsboro; OR
Duration: 12 Months
The Client Advocate is responsible for making every advertiser successful by providing world class customer service through telephone and email interactions. The Client Advocate will respond appropriately to resolve incoming product and service requests from advertisers. Shifts are designed to meet business needs and are assigned based on performance. Shifts include days, evenings, weekends and holidays. The needs of the business may also dictate being assigned additional hours. Responsibilities: Answering advertiser questions via the telephone or email; ensuring the advertiser is treated with respect and that their question is resolved. (first contact resolution is the stated goal) Included in question types would be: Explanations of different products that are offered, content match, sponsored search, advance match Basic technical question resolution ? clearing cookies and cache Base line triage, including click activity and level one investigations Adding funds, resetting passwords, billing questions, budgeting questions Work directly with advertisers at all levels helping to diagnose their issues, identify opportunities and promote behavior that grows spends with YSM but also ensures long-term success. Be an expert with respect to YSM guidelines and search marketing best practices and be able to communicate these to advertisers. Enhance the advertisers experience by identifying opportunities to educate the advertiser on how to maximize the use of his account Identify and close on all up-sell / cross sell opportunities Provide secondary editorial review with limited approval authority Retention efforts for customers requesting to close Provide a system walk through to advertisers as needed Primary focus will be to work with advertisers in the Premier channel
Job Requirement: Position: Senior Client Advocate
Location: Hillsboro, OR
Department: Small Business Customer Solutions
The representative is responsible for providing world class service to Small Business customers by resolving customer inquiries through multiple contact channels, including phone and e-mail, as well as suggesting and providing relevant solutions to their on-line business needs. The successful representative will address and resolve customer inquiries to ensure first contact resolution. Additionally, the representative is responsible for making every customer interaction count through a relationship building consultative servicing approach that involves identifying opportunities to make every customer successful. Making every customer successful involves appropriately providing sales through service by recommending products and services that are best suited for the customer.
Provide world class service to all small business customers in a customer centric environment
Successfully resolve complex customer e-mail and telephone inquiries through the use of multiple customer support tools.
Assisting customers with inquiries while providing consultative support and recommendations
Document in detail all interactions with customers
Effectively articulate complex information to a variety of technical and non technical customers
Educate customers on products. Help customers to be successful.
Identify and evaluate opportunities to increase customer retention and satisfaction through the use of up/cross selling products and services.
Successfully performs against department scorecard metrics including Quality Assurance, Average Handle Time, and Customer Satisfaction Rating
Qualifications and Skills:
World-class customer service focus and interpersonal skills
2-3 years previous success in call center service, or internet company
Proven ability to communicate complex technical problems in "customer friendly" language
Proven ability to work in a high paced, nimble, and fluid work environment.
Demonstrate superior troubleshooting skills with hardware and software applications in a PC/Mac environment, ability to think outside of the box and find creative ways to solve customer problems
Experience in supporting Web Hosting and related technologies (Domain registration and administration, Hosting, etc.)
A working understanding of e-commerce principles and support elements
Intermediate knowledge of PHP, MySQL, HTML, Java
Solid decision making skills
Must demonstrate effective oral and written communication skills and the ability to work cooperatively with internal and external business partners
Proven ability to work independently in a fast-paced environment.
Intermediate knowledge of Microsoft Office suite, including Excel
Well organized with the ability to multi-task and prioritize workload
High School Diploma
Knowledge of Yahoo! Small Business products or related business enterprise solutions a plus
Previous experience in a B2B support model
Thanks & Regards
Infobahn Softworld Inc
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