Date posted: 7/6/17
Summary of Job: This position is accountable for communication and success of digital services campaigns for a variety of small to medium businesses. Facilitates communications regarding the activation of all new products purchased. Specialist will also provide monthly follow-up communications to assure customer knowledge and access to all reports and tools available to manage their products. Will work with other team member on various tasks needed to ensure that all digital services are fulfilled timely and successfully, including social media, continent writing, website updates, SEM buys and SEO strategies. The position works with other company departments to ensure a coordinated set of communications to the customer. Campaign Specialist will be accountable for the resolutions of customer complaints by working effectively with the Customers, Customer Services, the Sales Reps., and Management on both print and digital products.
Communication with internal team members about client expectations and satisfaction.
Initial onboarding calls with client to get the team members working on fulfillment of services.
Project management of digital services
Social Media and Reputation Management for clients.
Content and SEO writing as assigned.
Website updates for clients.
Specialist will evaluate each unique customer issues/problem to determine the appropriate solution. The Campaign Specialist will have an extensive latitude in determining solution and providing dollar based credits to resolve issues.
Specialist will also be accountable for conducting customer surveys to determine issues and trends that need systematic improvements. Analyst will analyze the resulting survey data and issue action items to be taken by other employees in cross department functions to improve product or employee performance.
Specialist will proactively call each new customer once the purchased products have been activated and train customers on reports and utilization as necessary.
Specifically provide the customer their login information and walk them though their initial login procedure.
Trains Customer about products and tools and how to interpret reports.
Explain additional communications that the customer will be receiving from the company.
Explain how each product will work and results reported.
Specialist will send a confirmed email to each new customer at the conclusion of the initial login call outline above with copies to the respective Digital Sales Manager.
Specialist will pull reports of new customers to establish a schedule for the future follow-up calls as necessary.
Specialist will work with other Digital Service Agencies within Wehco to understand the policies/procedures and frequency of communications to the new customer to ensure an optimal process.
Specialist will assist in the resolution of customer complaints that arise.
Assists in producing training materials used for on-boarding.
Tracks customer interaction for productivity and issue resolution reporting. Identifies trends of issues identified with customer and report to Digital Sales Operation Manager.
Performs other related duties as assigned to ensure success of Client’s Campaign and the overall success of the Digital Services team.
This Position does not have any supervisory responsibilities.
This job operates in a professional office environment. This role routinely uses standard office equipment.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Education and Experience:
College degree. Experience with web applications on in a web environment is a plus. Candidate must have proven track record of managing tasks from start to finish. Solid business and/or experience in a sales environment is helpful.
Knowledge, Skills and Abilities:
The candidate must have a detailed work ethic, be highly motivated, well organized and be able to communicate effectively with a diverse group of individual customers, as well as all levels of employees, including management. Requires expert knowledge of products, tools, and reports. Candidate must have a solid time management skills and solid written/oral communication skills. Computer skills are required for this position. Experience with HTML, Adobe Photoshop, MS Access is desirable; Microsoft Word, Excel, and proficiency with the Internet in mandatory.
Travel is not required for this position.
This job description is intended to describe the general nature and level of work being performed by the individual assigned to this position. Job results and criteria are intended to describe those functions that are essential to the performance of this job. All requirement, are subject to possible modification to reasonably accommodate individuals with a disability. Employees have the responsibility of notifying their Supervisor and Human Resources of any disability that may require their position or responsibilities to be modified.
An Equal Opportunity Employer