Inbound Retention Specialist
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Job Description
Customer Success Representative providing exceptional support and consulting to Yelp's small business advertisers. Focusing on revenue retention through effective communication and conflict resolution in a fast-paced environment.
Responsibilities:
- Help strengthen Yelp’s revenue retention by providing exceptional and timely customer support
- Logged into an inbound phone queue for the majority of the day, consulting and educating our current Yelp advertisers
- Show clients the value of Yelp by highlighting their investment returns through ad performance metrics
- Use strong listening and conflict resolution skills to handle escalated clients
- Become an expert in Yelp’s advertising solutions and adapt product recommendations quickly to suit client needs - asking probing questions and handling objections will be critical to success
- Exhibit strong communication skills, both externally with clients and internally with other Yelp employees
- Remain organized and efficient in a fast-paced environment
- Consistently achieve/exceed monthly goals
Requirements:
- Bachelor's Degree or 3+ years of relevant client facing experience
- Technically proficient with computers and information systems
- Strong communication skills (verbal and written)
- Excel with problem solving and troubleshooting
- Experience in account management, sales, advertising, or small business (preferred)
- Love for local businesses and understanding their importance in local economies
- Excellent time management and organizational skills with the ability to track and complete numerous details
- Ability to handle tough conversations with business owners in a professional, solutions-oriented manner
- Willingness to receive and implement feedback
- Ability to embrace a fast paced and always-changing environment
Benefits:
- Medical, vision, and dental
- Mental health support and services via Modern Health
- 15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure thereafter)
- 12 paid holidays, plus one floating holiday and 7 paid wellness days
- Up to 14 weeks of parental leave
- Monthly wellness subsidy
- Flexible spending account
- 401(k) retirement savings plan
- Employee stock purchase plan
- Work from home reimbursement
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