Client Experience Specialist

About Olly Olly Hi, we’re Olly Olly. We’re a small-ish, but mighty team of digital marketing strategists, and creative visionaries, who solve problems — and we do it creatively. Our mission is to rid small businesses of sub-standard marketing help and provide "guaranteed happiness" to all our clients. We run from lazy marketing and from the easy safe path. We run toward streamlined systems, proven results, and marketing that yields results. We’re powered by curiosity, curious about data, facts, the story behind the company, and the people we’re trying to reach. We play the long game. Keeping our client’s marketing needs our main priority is what makes us tick. At Olly Olly, we believe in three things: Good People, Hard Work, Happy Clients. Founded in 2018, we knew we needed to do more. More for small businesses, and more for the changes that were happening all over the world. That’s when Olly Olly was born. We get how easy it is to get trapped in the whack-a-mole game of digital marketing — constantly popping your head up and engaging in the online world only to have to retreat back to focusing that energy on other parts of running a business. It’s time to come out from hiding and doing it all on your own. About The Role Olly Olly is seeking a world class Client Experience Specialist to join our Growing Fam’Olly The primary purpose of this position is to help our service teams retain clients who are thinking of closing their account. As a Client Experience Specialist you will be answering incoming queue calls from clients who have expressed a desire to cancel their account as well as assisting with answering the company's mainline to field incoming calls and route to the appropriate department. Whenever needed, you will call on delinquent clients to obtain payment or call previously canceled clients and attempt to resell them on our services. This is a great opportunity for the right person to get into a growing company who is looking for leaders in key departments. We will only consider CVs in English and you must have Customer Retention Experience. Responsibilities Answer incoming calls and make outbound retention calls to customers who have requested escalated support. Demonstrate the value of SEO to our customers every day by providing exceptional customer support. Identify opportunities to streamline and automate internal processes. Provide timely follow-up on payment arrangements. Conduct proactive outbound client retention calls with accounts that are in jeopardy. Carefully study corporate programs, products and services to allow for quick and purposeful responses, as well as a high percentage of upsells. Qualifications 2+ years of experience in sales and/or client retention and great customer service qualities. Must be able to speak, write and understand the English language (English as a first-language is preferred). Stellar English skills, both in writing and speaking, while using them creatively in a professional setting. 1+ years of experience with digital marketing products and services. An ability to inspire others to action by planning, motivating, and controlling work being done. The ability to stay calm and find the right approach to manage escalations (irate calls). An ability to triage, assess levels of urgency on an ongoing basis and handle competing priorities with finesse. Competencies Critical Thinking – Self-starter, solution-oriented and inquisitive mindset. Ability to think strategically and problem-solve. Values quality and organization. Problem Solving – Ability to identify possible solutions to solve a problem or situation. Time Management – Strong organizational skills and ability to work quickly and precisely in a fast-paced environment under tight deadlines. Ability to respond to shifting priorities quickly and effectively when necessary. Collaboration – Excellent interpersonal skills and ability to work well both independently and in a team setting. Professional demeanor and dependable work ethic. Attention to Detail – Possess a strong sense of monitoring and checking information, while organizing time and resources efficiently. Communication – Excellent written & verbal communication skills, ability to proactively network and establish effective working relationships both internal and external stakeholders. What We Offer Competitive compensation in USD (net payment). Permanent Work From Home. Schedule: M-F from 9 am to 6 pm US Central (UC-6). 15 days of PTO + paid company holidays. An inclusive, tight-knit, exciting start-up environment culture offering accelerated career & personal growth. Olly’all Are Welcome At Olly Olly, we embrace and celebrate our differences. #J-18808-Ljbffr