Title Client Services Agent
Salary DOE
Location Fountain Valley
Job Information

Purpose:
The Client Experience Agent I is responsible for being the “face” of Local Splash. This job entails answering inbound calls and assisting clients with all account matters i.e. orders, errors, account questions, billing, cancelations, and other queries. This individual acts as a acting liaison between Local Splash and clients.

Education & Experience:

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

Optional:

• Bachelor’s Degree

Knowledge:
Required:

• Customer and Personal Service – Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Bilingual in English and Spanish – Knowledge of the structure and content of the English language as well as in Spanish; including the meaning and spelling of words, rules of composition, and grammar.
• Clerical – Knowledge of administrative and clerical procedures and systems such as word processing, Excel, Google Spreadsheets, Google Docs and Gmail.
• Advanced knowledge of local SEO
• Type 30-50 WPM
• Advanced computer skills
• 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.

Optional/Preferred:

• Familiar using phone systems
• Background in Customer Service
• Background in Quality Control
• Google Adwords Professional Certification
• Basic knowledge of Google Docs and Spreadsheets

Skills & Attributes

Basic Skills

• Active Learning – Understanding the implications of new information for both current and future problem-solving and decision-making.
• Active Listening – Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Monitoring – Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Reading Comprehension – Understanding written sentences and paragraphs in work related documents.
• Detail Oriented
• Speaking /Communication skills – Talking to others to convey information effectively.
• Writing – Communicating effectively in writing as appropriate for the needs of the audience.
• 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
• Provide suggestions on possible improvements

Work Setting

Body Positioning
• Spend Time Making Repetitive Motions
• Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer; stamina to maintain attention to detail despite interruptions.
• Strength to lift/carry objects up to 40 pounds – Optional
• Spend Time Sitting
• Hearing and speech to communicate in person and over the telephone.
• Ability and vision to read printed materials and a computer screen.
• Spend Time Using Your Hands to Handle, Control, or Controls

Tasks & Core Responsabilities
Account Management – Client incoming phone calls / emails / support – REACTIVE

• 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.
• Accurately explains products and service.
• Must be able to field difficult calls while keeping a positive company image.
• Must verify account information and or facilitate new sales to the sales department.
• Ability to over come objections and cancel accounts.
• Ability to use sound judgment when refunding accounts.
• Handle incoming calls from prospective clients: explain our service offerings appropriately and route to the appropriate persons in Revenue.

Client Voice Messages / emails – RESPONDING

• Must retrieve voicemails throughout the day and route call appropriate area.
• 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.
Account 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
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.
Client Phone Calls / Support – PROACTIVE
• Reach out to client within their first month of service to answer any questions or concerns that a client might have.
• Be actively working on a Failed Payment Recovery Queue
• Complete client first touch and monthly calls to our clients
• Complete monthly reporting for clients
• Work out of the Failed Payment Recovery Queue
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 jobs@relevantads.com

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