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Customer - inbound specialist ID-6548

Summary

  • Please note that while this role will operate remotely, it is required that the candidate resides in the United States. At this time we are not considering candidates in the Bay Area*

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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.

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
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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