Clark | Customer Service Representative III Search Engine Optimization Account | 8398 (May 16,2022)

Position Summary:

The Customer Service Representative, Digital Marketing, works in the online advertising sector partnering with SMB (Small and Medium-sized Business).  The focus is on SMB advertisers acting as a trusted consultant providing the right digital media solution and support.  The Customer Service Representative delivers solutions across search, display, and social media, optimized for the SMB enterprises. The Customer Service Representative works alongside advertisers helping them reach their goals using the latest advertising products and solutions.

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Overall Responsibilities:

• Create and manage on line campaigns
• Manage trusted relationships with clients and develop a thorough understanding of their business challenges
• Work on external (client/advertiser facing) products like Adwords (Search advertising and Display advertising) and analytics (web analytics to measure Pay Per Click Return on Investment) providing support to client employees and Advertisers / clients directly on campaign performance-related issues
• Ensure ad products are working and our customers optimize them to deliver desired results
• Provide prompt and efficient service to customer and account managers; escalate issues when necessary
• Liaise with other departments and teams as required to resolve customer issues and questions
• Seek solutions through logical reasoning and data interpretation and identify trends to appropriate channel, including improvement suggestions
• Maintain acceptable performance metrics, including quality, productivity, first contact resolution, and attendance
• Perform ongoing keyword research including discovery and expansion of keyword opportunities
• Research and implement content recommendations for organic SEO success
• Provide recommendations for enhancement of keywords and other factors to strengthen the advertiser's website performance
• Liaise with Advertisers to stay-up-to date and gain industry best practices and competitor benchmarking
• Execute tests, collect and analyses data and results, identify trends and insights in order to achieve maximum ROI in paid search campaigns
• Manage personal long term relationships with account managers and develop a thorough understanding of their business challenges.
• Research and analyze competitor’s keyword and SEO techniques and work with account managers to ensure momentum strategy is highly competitive
• Ability to work on multiple tasks and processes whilst ensuring your work meets the requestor’s standard.
• Ability to manage a high workload, ensuring that all tactics are delivered within SLA, provide timely updates to the requestor
• Documents all requests accurately, ensuring the quality of work.
• Keeps abreast of program changes and informational updates via internal knowledge base, alternative knowledge bases and trainings.

Job Requirements:

•  Minimum high school diploma or equivalent, required
• Two years post high school education may be required.
• 1 to 3 years prior contact center or customer service experience preferred
• Ability to handle more complex product lines and customer inquiries
• Demonstrated problem solving and decision making skills
• Effective time management and organizational skills
• Experience in Windows and Internet-based environment required
• Previous SEO/SEM experience will be considered a plus
• Knowledge in AdWords, Google Analytics or Bing Certified is a plus
• Technical troubleshooting experience using an online advertising/analytics or hardware/software product or experience in Search Engine Marketing or Search Engine Optimization
• Google certifications (AdWords and/or Analytics)
• Front-end web programming experience in HTML or JavaScript, as well as proficiency in writing SQL queries
• Understand basic marketing strategy of an online advertising program
• Excellent Customer Orientation and focus
• Ability to deal with a variety of business owners and resolve inquiries in a friendly and polite manner
• Results driven
• Strong internet navigation and website user knowledge
• Excellent organizational and team orientation skills
• Excellent written and oral communication skills in English or the language being supported
• Excellent listening and comprehension skills
• Ability to work with complex procedures and program guidelines
• Computer proficiency and knowledge of how and when to use reference material and on-line information. Basic familiarity with PCs, including MS Windows Operating System and the Internet. Basic knowledge of Microsoft Word, Access, Excel, e-mail
• Ability to maintain strict confidentiality with customer account information
• Capacity for Complexity – Due to the depth of business rules surrounding programs, Advocates must have the ability to grasp and retain complex program rules
• Problem Solving/Critical Thinking – As many issues will require detailed research in different tools, Advocates must be able to solve difficult customer issues using multiple information sources and be able to relate different data points together in context of the problem
• Communication skills – Given the depth and breadth of the program, advocates must be able to articulate complex concepts in a way that customers or Account Managers can understand them.
• Advocates must be able to converse with Account Managers in a professional and business-like manner
• Required to effectively communicate and work with professionals in other departments and customers, which may lead to independent decision making
• Capacity for Complexity – Due to the depth of business rules surrounding programs, CSRs must have the ability to grasp and retain complex program rules
• Problem Solving/Critical Thinking – As many issues will require detailed research in different tools, CSRs must be able to solve difficult customer issues using multiple information sources and be able to relate different data points together in context of the problem
• Communication skills – Given the depth and breadth of the program, CSRs must be able to articulate complex concepts in a way that customers can understand them.  Also, given the maturity of customers calling the contact center (senior executive management), CSRs must be able to converse with these individuals in a professional and business-like manner
• Task Management/Self-Management – Rather than closing each issue on the first call, many customer support scenarios will require that the CSR record some information from the customer, perform some research off-line and get back to the customer. This requires that the CSR be able to set and execute against expectations they set with their customer