Customer Service Account Manager

Account Manager

Operations Division (OPs) - Client Support

Job Description

Bilingual is a plus

Account Managers (AMs) comprise the Client Support (CS) department

AMs are the public ‘face’ of PH to our client base

All non-sales inbound calls (IBs) will flow through Account Managers in Client Support to either be addressed by AMs or appropriately routed

Answer IBs, make outbound calls (OBs) as needed, send & respond to emails

Determine the true reason for the client’s call

Identify ‘fixes’ that can take place on call such as edits or where the client can be assured it will be addressed immediately & AM will input changes once off call

Facilitate updates to accounts: Address/ Pictures/ Content/ Keywords

Discuss edits or account/performance work that may be done by others

Properly rout edits beyond the scope of those done by AMs

Determine when to send an account to the Performance Team

Login to Google business listing to assess, edit and provide analytics

Determine when an issue should be routed to Verification Technician

Protect & defend company interests

Clearly explain products & services to clients

Ability to reach out to clients in the first month of service

Answer/handle basic billing matters

Reassure clients & project a positive company image

Requirements:

Customer service experience, and marketing experience preferred.

Computer experience.

Availability:

40 hours per week, 8 am - 5 pm

$16.50 an hour + Commission

Benefits:

Growing company with a family feel

Flexible work environment

Fun office events and laid-back culture

401(k)

401(k) matching

Dental Insurance

Health insurance

Paid time off

Profit Sharing

Pension

Training:

Two weeks of training on various online interfaces & CRMs

Hands-on training with experienced agents

Phone etiquette training

Ongoing rebuttal training during the first two months

Online ranking factors training

At three to four month period, upsell & cross-sell training