Remote Inbound Retention Specialist – Eastern US

Yelp; Phoenix (AZ); Remote; USD 50,000 - 80,000; Full time

Benefits offered by this job

Medical, vision, and dental

Mental health support

15 days PTO

Holidays + floating holiday

Parental leave (up to 14 weeks)

Work from home reimbursement

401(k) retirement savings plan

Employee stock purchase plan

Wellness subsidy

Fast internet reimbursement

Job summary

Yelp is hiring an Inbound Retention Specialist to support, consult, and retain our small business advertisers from a remote location. Residents of the Eastern region of the United States are preferred, with the role focusing on inbound calls and consultative selling to maximize advertiser value.

You will need a Bachelor's degree or 3+ years of client-facing experience, strong communication and problem-solving skills, and the ability to handle tough conversations.

Qualifications

• Bachelor's Degree or 3+ years of relevant client-facing experience.
• Technically proficient with computers and information systems.
• Strong communication skills (verbal and written).
• Excellent problem solving and troubleshooting abilities.
• 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.
• Ability to balance consulting and supporting as needed.
• Willingness to receive and implement feedback.
• Able to thrive in a fast-paced, ever-changing environment.
• Must have reliable high-speed internet access at workspace.

Responsibilities

• Provide exceptional and timely customer support to strengthen Yelp's revenue retention.
• Manage an inbound phone queue, consulting and educating advertisers.
• Demonstrate advertiser value through ad performance metrics and ROI.
• Use listening and conflict-resolution skills to handle escalated clients.
• Become an expert in Yelp's advertising solutions and tailor recommendations.
• Communicate clearly with clients and internal teams.
• Stay organized in a fast-paced environment.
• Consistently meet or exceed monthly goals.
• Utilize Chatbench to research, draft proposals, analyze data, and overcome objections.

Skills

Communication skills

Problem solving

Account management / sales experience

Time management

Technical proficiency with computers

Ability to handle tough conversations

Client-facing experience

Fast-paced environment adaptation

Education

Bachelor's Degree

Tools

Chatbench

Job description

Yelp is hiring an Inbound Retention Specialist to support, consult, and retain our small business advertisers from a remote location. Residents of the Eastern region of the United States are preferred, with the role focusing on inbound calls and consultative selling to maximize advertiser value.

You will need a Bachelor's degree or 3+ years of client-facing experience, strong communication and problem-solving skills, and the ability to handle tough conversations.