Title Client Experience Agent II – Outbound
Salary DOE
Location Fountain Valley
Job Information

Purpose:
The Client Experience Agent II – Outbound is responsible for being the “face” of Local Splash.

The client experience agent II is responsible for being the “face” of Local Splash. This job entails making  outbound calls and reaching out to clients with all account matters i.e., failed payment recoveries monthly calls to clients failed payments recovery and AdWords upsell. This individual acts as a acting liaison between Local Splash and clients. In addition this person is also responsible for processing orders, address and correct any account errors, address any account questions, account billing, cancelations  and any other inquiries.

Education & Experience:

Required:
• High School Diploma (or GED or High School Equivalence Certificate)
• 1 or more years of customer service experience

 

Knowledge
Required:

  • Google AdWords knowledge/background
  • Bilingual in English and Spanish – Excellent English/Spanish speaking and writing skills
  • Advanced knowledge of local SEO
  • Type 30-50 WPM
  • Excellent communication skills
  • Advanced computer skills
  • Customer support skills/experience
  • Basic knowledge of Excel
  • Attendance and Dependability: Employee can be depended on to report to work at the scheduled time and is seldom absent from work. Employee can be depended upon to complete work in a timely and accurate manner
  • Sales experience/ability
  • Background in Customer Service
  • Background in Quality Control
  • Basic knowledge of Google Docs and Spreadsheets

Optional/Preferred:

  • Background in Quality Control
  • Basic knowledge of Google Docs and Spreadsheets

Skills & Attributes

Basic Skills:

  • Must have good communication skills
  • Must speak comfortable handling difficult client situations
  • Must be a quick learner
  • Must be flexible in learning new processes and procedures
  • Must be detail oriented
  • Must demonstrate patience with clients
  • Must be creative and flexible
  • Must demonstrate self control and a positive attitude
  • Build rapport with clients
  • Demonstrate exceptional teamwork
  • Must have a positive attitude
  • Must be persuasive

Tasks & Core Responsibilities:
Account Management – Client phone calls / emails / support – Proactive

  • Greet all calls warmly and ascertain purpose for calling.
  • Ability to assess accounts and make sound business decisions based on those assessments.
  • Provide solutions for client in order to retain business and improve clients experience.
  • Provide clients with product and service information.
  • Ability to use sound judgment when refunding accounts.
  • Accurately explains products and service.
  • Respond to client emails and voice-mails.
  • Follow up client calls where necessary.
  • Must be able to field difficult calls while and keep a positive company image.
  • Ability to over come objections and cancel accounts.
  • Reach out to client within their first month of service to answer any questions or concerns that they might have.

Failed Payment Recovery

  • Contact all clients in Failed Payment Recovery Queue.
  • Meet quotas as specified by management.

First Touch / Monthly

  • Complete client first touch call for newly onboarded accounts.
  • Complete monthly call to ongoing clients.
  • Prepare & send monthly reports to all clients.

Upsell

  • Perform upsells at any opportunity on calls with clients.
  • Proactively reach clients that present an opportunity for Upsell (Upsell Queues)
  • Meet goals and metrics for account upsells and new adspend.

Client voice messages / emails – Responding

  • Directly follow-up with client support requests (voicemail & email).
  • Greet clients warmly describe reason for calling.
  • Leave clear voicemails and use tactful persistence in attempting to speak with difficult to reach persons.

Updates

  • Facilitate updates to accounts: Address / Pictures / Content / Keywords.
  • Arrange Google calls and or fix minor Google problems.
  • Facilitate pin verifications for Google
  • Make updates to Our user inner-face with client (Local Splash Dashboard)
  • Enter new billing information and run payments.

Data entry / capture

  • Tracking time for all activities performed to assist management with operations decisions
  • Capture / entry of all other data as may be requested by management to facilitate operations
  • Ability to take notes, listen and talk to clients simultaneously

Issue identification & escalation

  • Identify trends and issues in data and metrics being tracked
  • Escalate as may be appropriate to department head

Day to day operations

  • Respond to emails/reminders internally
  • Identify and escalate priority issues to department head
  • Document all call information in the Back Office system
  • Update all information as may be required in other locations (e.g., Google spreadsheets)
  • Must be able to perform “back-up” functions for employees that are absent.

Search Engine Listing Creation

  • Assist with search engine listing creation and workflow process
  • Perform queue work (as needed)

Special Projects

  • Perform tasks related to Client Onboarding as defined by Management for tests or projects as selected
  • Test new procedures

Metrics & Data Tracking

  • Track time for all activities performed to assist management with operations decisions
  • Capture / entry of all other data as may be requested by management to facilitate operations

Issue Identification & Escalation

  • Identify trends and issues in data and metrics being tracked
  • Escalate priority issues as may be appropriate to department head

Search Engine Liaison (as needed)

  • Contact search engine representatives as needed for various issues

Client Interview (as needed)

  • Answer enthusiastically, and state the purpose for the interview.
  • Exhibit responsiveness toward the client
  • Help client to find the best way to present their company information online
  • Be enthusiastic and friendly, while expressing a willingness to help
  • Clarify client’s questions
  • Portray a positive company image
  • Provide customers with product and service information
  • Research required information using available resources

Corporate Culture
Corporate values:
• Personifies and supports our company values:
o Respect – We value diversity and encourage different voices.
• Integrity – We are honest and accountable for our actions.
• Professionalism – Work hard. Work smart. Be excellent.
• Teamwork – We collaborate to achieve common goals.
• Development – We promote continuous learning and shared insights.
• Innovation – We seek creative solutions and embrace change.
• Growth – We are committed to success and profitability.

Corporate policies

• Embodies, promotes, and adheres to corporate policies and procedures

For immediate consideration, send resume to [email protected]

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