You will communicate directly with clients, primarily through phone, email and chat, and work closely with our internal Sales, Product and Technical teams to ensure a seamless experience with Indeed from the start. If you get excited about delivering outstanding, memorable experiences, facilitating creative solutions, and delighting clients at every turn, this is the role for you..
While supporting our client accounts and sales teams, you will hone your organizational skills and learn the art of prioritization to treat all clients like they are your only one. You will be responsible for the success of clients, while escalating and resolving technical, product, or account issues. You will also provide subject matter knowledge development and mentorship to your assigned team and provide leadership when Managers or Team Leads are unavailable. You will also be responsible for handling escalated calls from our clients and working with them to find a resolution that is “win win” for both the client and Indeed. Additionally, you will be responsible for meeting several metrics; however, emphasis will be placed on overall CSAT and average speed of answer. Additionally, you will be part of an unparalleled global team that supports, promotes, and lives and breathes a service culture.
Handle all escalated client issues
Oversee and review all refund submissions
Participate in testing of new products or tools and provide feedback to better the client and CS user experience
Provide on the spot support to phone channels
Provide support to work from home employees as well as employees in offices that are not your own
Provide, coach, and support to any employee looking to learn
Delivers light feedback to employees, escalates to manager when appropriate
Highlights performance or training concerns to Manager
Work to resolve any outstanding jira or product tickets - includes reminders to account specialists who have open tickets
Work as a change agent and assist in facilitating the positive and importance of any process or product change when account specialists have question on the floor
Collaborate with Search Quality and Product to appropriately escalate tickets
Gains advance access to product updates
Point of contact for internal teams to shadow
Conduct Escalation/Refund Training and other trainings as needed
Ensure Schedule Adherence
Point of contact when issues w/ channel working
Super User for All Systems
Meet and exceed all metrics for the role
Proper communication of product bugs - POC for CSP
When needed, backup Team Lead and Manager when they our out of office.
Strong to expert level knowledge of Indeed products, processes and systems.
2-3 years experience in business-to-business (B2B) environments, experience with online advertising, Pay-Per-Click (PPC) advertising
1 year of Indeed Experience; exceeding KPIs for 2 quarters
Passionate about Client Services, love helping people and going above and beyond to make someone's day
Can write and speak in an eloquent and clear manner via email, telephone, in-person, typewriter, beeper, tweet, etc.
Passionate about change and energizing environments; You are flexible and able to go with the flow
You are cool under deadlines and can easily organize and prioritize responsibilities
Comfortable speaking with escalated clients to assist in resolving any account issue
You learn quickly; Your curiosity and passion mean that you can get up to speed and have an impact from day one
Bachelor's Degree or equivalent work experience
Ability to work under pressure, organize and prioritize responsibilities. What would life be like without change? Please be adaptable!
Understand Boolean Search Logic
Experience speaking with clients and decision-makers about advertising campaign metrics
Experience with online advertising, especially Pay-Per-Click (PPC) advertising
Knowledge of Gmail (including Google Suite/Google Docs), Salesforce, ShoreTel, Excel, and JIRA ticketing system
At this time, Indeed will not sponsor individuals for employment visas for this open role.
Indeed provides a variety of benefits that help us focus on our mission of helping people get jobs.
View our bounty of perks: http://indeedhi.re/IndeedBenefits
Indeed is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.