Inbound Retention Specialist - Sales - Weekend Team - US - Remote

Yelp USA; Chicago (IL); Remote; USD 50,000 - 65,000; Full time

Job summary

An innovative company is seeking a dedicated Customer Success Representative to enhance the experience of small business advertisers. This full-time role focuses on providing exceptional support and consulting to clients, helping them understand the value of their investments. With a commitment to local businesses, you will thrive in a fast-paced environment, utilizing your problem-solving skills and strong communication abilities. This position offers a permanent Saturday-Wednesday schedule, competitive salary, and a comprehensive benefits package, making it a fantastic opportunity for those passionate about supporting local economies.

Benefits

Medical, vision, and dental insurance

Mental health support

15 days PTO

Parental leave

Monthly wellness subsidy

Flexible spending account

401(k) retirement plan

Employee stock purchase plan

Work from home reimbursement

Qualifications

• Bachelor's Degree or 3+ years of relevant client facing experience.
• Strong communication skills and problem-solving abilities.

Responsibilities

• Provide exceptional customer support to Yelp advertisers.
• Consult and educate clients on ad performance metrics.

Skills

Customer Support

Communication Skills

Problem Solving

Time Management

Conflict Resolution

Education

Bachelor's Degree

3+ years client facing experience

Tools

Information Systems

Job description

Summary

*Please note that while this role will operate remotely, it is required that the candidate resides in the United States (EXCLUDING THE BAY AREA).*

Do you love local businesses, and want to help them grow? The Yelp Customer Success team is seeking a dedicated and driven Customer Success Representative to provide a 5-star experience to our small business advertisers! As a member of the Customer Success team, you will be committed to supporting, consulting, and retaining our advertisers post-sale. We’d love to have you apply, even if you don’t feel you meet every single requirement in this posting. At Yelp, we’re looking for great people, not just those who simply check off all the boxes.

This position requires you to work a permanent Saturday-Wednesday schedule. On Saturday and Sunday you will work 7:00am-4:00pm PST and during the weekdays of your shift you will either work 8:00am-5:00pm or 9:00am-6:00pm in your timezone.This is a full-time position.

What you'll do:

• You will help strengthen Yelp’s revenue retention by providing exceptional and timely customer support

• You will be logged into an inbound phone queue for the majority of your day, consulting and educating our current Yelp advertisers

• You will show clients the value of Yelp by highlighting their investment returns through ad performance metrics

• You will use strong listening and conflict resolution skills to handle escalated clients

• You will 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 your success

• You will exhibit strong communication skills, both externally with clients and internally with other Yelp employees

• You will remain organized and efficient in a fast-paced environment

• You will consistently achieve/exceed monthly goals

What it takes to succeed:

• You have a Bachelor's Degree or 3+ years of relevant client facing experience
• You are technically proficient with computers and information systems
• You have strong communication skills (verbal and written)
• You excel with problem solving and troubleshooting
• You have experience in account management, sales, advertising, or small business (preferred)
• You have a love for local businesses and understand their importance in local economies
• You have excellent time management and organizational skills with the ability to track and complete numerous details
• You have the ability to handle tough conversations with business owners in a professional, solutions-oriented manner
• You have the ability to strike a balance between consulting and supporting as needed
• You are willing to receive and implement feedback
• You have the ability to embrace a fast paced and always-changing environment

What you'll get:

• Effective your first day: 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
• The base salary is $50,000 + performance based incentives

Closing

At Yelp, we believe that diversity is an expression of all the unique characteristics that make us human: race, age, sexual orientation, gender identity, religion, disability, and education — and those are just a few. We recognize that diverse backgrounds and perspectives strengthen our teams and our product. The foundation of our diversity efforts are closely tied to our core values, which include “Playing Well With Others” and “Authenticity.”

We’re proud to be an equal opportunity employer and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability.

Actual salary offered may vary based on multiple factors, including but not limited to, an individual's location and experience.

We will consider for employment qualified candidates with arrest and conviction records, consistent with applicable law (including, for example, the San Francisco Fair Chance Ordinance for roles based in San Francisco, the Los Angeles County Fair Chance Ordinance for roles based in the unincorporated areas of Los Angeles County, and the California Fair Chance Act for roles based in California).

We are committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, you may contact us at [e-mail] or 415-969-8488.

Note: Yelp does not accept agency resumes. Please do not forward resumes to any recruiting alias or employee. Yelp is not responsible for any fees related to unsolicited resumes.

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