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Digital Services Consultant - Customer Service

Company: hibu
Location: Cedar Rapids
Posted on: December 8, 2018

Job Description:

The Digital Services Consultant will be responsible for onboarding and maintaining an ongoing relationship with clients who purchase digital products through Hibu. The Consultant will also manage a portfolio of clients and provide proactive client communications via phone and email within a customer service call center environment. They may be direct points of contact for clients who have customer service questions or needs regarding their digital advertising including websites, search, display and SEO. The Consultant may be responsible for identifying additional revenue opportunities that exist when interacting with the clients.Primary Responsibilities:

  • Establish a connection with client at point of sale and help client through fulfillment and go live process of the client?s digital products. This position will be responsible for items surrounding the collection of assets for the client?s digital advertising.
  • Clearly set client expectations with regards to product definition and fulfillment processes and timelines.
  • Engage with client on pre-determined basis to address any client questions or concerns. Also be able to answer any client initiated questions specific to the digital products.
  • Responsible for meeting defined KPIs as they relate to client satisfaction and retention including client contacts, outbound calls, emails and additional client revenue opportunities.
  • Provide proactive performance results to client with regards to performance of the digital program, including making suggestions on how to improve products so that performance is increased?
  • Assist in the retention process when needed including the ability to offer waivers and escalation channels to get work completed quickly.?
  • Serve as a point of contact in terms of billing, invoice, payment and delinquency questions
  • Able to keep up on the changing product landscape of the company?
  • Be familiar with industry trends and standards in regards to digital advertising and share trends proactively with clients to reinforce the value of Hibu?s products and services.?
  • Liaise with internal teams including Website Support, Search, Display, SEO, DNS and HLM.Competencies/Critical Skills:
    • Able to maintain a list of active clients and engage appropriately
    • Must have excellent client service skills
    • Professional written and verbal communication
    • Ability to multi task
    • Effective time management
    • Punctuality
    • Handle change in process or policy in a positive manner
    • Having an understanding of the sales process and be able to upsell clients
    • Deep knowledge of company?s digital product offerings
    • Ability to work with various different client types
    • Goal oriented focus
    • Willingness to learn new products and processes
    • Ability to analyze and interpret metrics around client?s digital program
    • Working knowledge of website design, search, SEO principles
    • Ability to learn and work in various website, search, billing and client information platforms
    • Understanding of digital advertising fulfillment processes and timelinesNOTE: Hibu is an Equal Opportunity Employer, and consistent with applicable law, provides reasonable accommodations for qualified individuals with disabilities and disabled veterans in completing our job application process. If you need reasonable accommodation and/or are having difficulty completing our online application process due to a disability you may use the following email address?[Click Here to Email Your Resum?] : Please include your name and contact information and the title of the position you are interested in. Note: this is not for general employment inquires or correspondence. Hibu will only respond to requests related to those who need assistance with the online application process due to a disability. In addition, we participate in E-Verify, for more information please click on the following link http://careers.hibu.com/#about-us

      Keywords: hibu, Cedar Rapids , Digital Services Consultant - Customer Service, Hospitality & Tourism , Cedar Rapids, Iowa

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