United States onlyThis role is critical to our global client and customer success and each individual must be focused on serving as a brand ambassador, collaborating with internal and external team members, controlling quality, identification of potential risk and issues, being the voice of the customer, and providing excellent customer service.
Duties/Responsibilities:
Work with a wide range of clients and customers (primarily via phone, chat, and email) to understand their marketing needs and resolve escalations independently
Maintain accurate profile and communication records with proactive reporting tied to support and actions provided
Coach customers and advertising partners in creating and submitting brand-enhancing content and program-abiding documentation
Review marketing materials submitted by customers against an established set of guidelines and brand standards to determine eligible cost for reimbursement
Work with customers to increase participation, engagement rates, and content performance on all applicable platforms
Lead partnershipsby serving as a liaison with internal teams
Collaborate with team
Participate in idea-sharing and brainstorming sessions
Provide ongoing feedback, both internally as well as proactively communicating status and recommendations to customers
Troubleshoot issues with website functionality and work with IT to resolve
Perform monthly release testing and enhancement quality assurance
Perform quality control checks on own work (self-QC) and take accountability for individual quality and productivity
Perform quality control checks at the pre-payment level to ensure accuracy and compliance with program guidelines
Support in mentoring and training peers to increase program and platform knowledge and to improve quality
Able to flex up or down in job responsibilities when needed
Qualifications:
Bachelor’s degree in a business, communication, journalism, marketing, or related field
1+ years of agency or related experience
Some remote-work experience preferred and demonstrated ability to work independently
Proven technical competence including experience with Microsoft Word, Excel, Outlook, and social publishing platforms
Multimedia digital knowledge preferred
Experience working with collaborative teams in a fast-paced environment
Understanding of industry trends and a passion for technological innovation & client service
Exceptional client and customer service skills
Strong attention to detail and excellent time management
Strong verbal and written communication skills
A natural curiosity and eager desire to learn
CA and US only
