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Client Relationship Manager / Trainer
As a Client Relations Manager:
Implement customer care policies with a group of Web Consultants, Web Producers and Project Managers.
Submit documentation required by our credit card providers to prevent chargeback disputes.
Handle top tier client issues/refunds and turn them into happy clients.
Able to communicate professionally and positively with our clients so that service expectations are properly set.
Manage VIP clients and escalated cases in the U.S.
Proactively maintain a great relationship with long-term clientele.
Liaise with production and management departments, and utilize other resources necessary to resolve issues and deliver exceptional client service.
Primary point person for all refund and cancel requests.
Manage Better Business Bureau (BBB) account and complaint responses.
Collaborate with the accounting department regarding credit card chargeback disputes.
Enforce Handbook/Policy guidelines for employees as related to escalated accounts.
Train all team employees and Department Managers on new policies related to refunds and cancellation requests; act as a resource for team members.
Track and report all record entries of client issues in SalesForce to ensure accuracy.
As needed, act as the primary point person for escalated projects and difficult clientele.
Provide appropriate research and problem resolution support for clients handled.
Responsible for enforcing client agreements.
Review service level agreements, contracts, and client communications ensuring client expectations are consistently exceeded.
Responsible for creating a Monthly Refund Total reports.
Main objective to keep refunds below $15,000.
Works within project solution guidelines.
Responsible for special projects related to Sales and Customer Service.
Provide client services included in monthly maintenance fees and internet marketing programs.
Responsible for website corrections, broken links, minor HTML changes which are included in our hosting fees.
Answer incoming customer support calls and manage customer expectations.
Act as a consultant and resource for clients.
Communicate with the client regarding the progress of their request for changes/corrections.
Provide the client with feedback and comments regarding their website design and Internet marketing programs.
Inform the client about additional services that may enhance their website and offer related sales opportunities.
Communicate observations to executive and management teams.
As a Trainer:
Determines training objectives and create training programs; including outline, text, handouts, and tests, and designs laboratory exercises.
Work closely with Managers/Team Leads to create training and course materials for nesting period
Design training programs that can be used to develop or/and improve the skills required for the job
Evaluate, modify, and manage of existing training programs (solutions, techniques and materials) in accordance with the business needs and regulatory requirements.
Direct structured learning experiences and monitor results
Acclimate new hires to the business and conduct orientation sessions
Periodically evaluate ongoing programs to ensure that they reflect any changes.
Must have 2-3 years experience in client relations management
Bachelor’s Degree in related field or equivalent.
Knowledge in WordPress and experience in positional training.
PERK: Extra vacation on special non-working holidays (no work, paid as a regular day for day shift employees)