Note: The job is a remote job and is open to candidates in USA. Entourage Yearbooks is a technology-based yearbook publishing company that collaborates with a diverse range of clients. The Assistant Yearbook Account Manager will support senior customer account managers, ensuring exceptional customer experiences while handling inquiries and resolving issues effectively.
Responsibilities
- Directly support a senior customer account managers
- Create exceptional customer experience by actively listening, addressing the customer's wants and needs, and overcoming objections
- Work with the CET training team to train and support incoming CET team members
- Handle customer complaints and problems with the utmost level of professionalism and respectfulness, and escalate if needed
- Follow all company policies while assessing and tending to customer's needs
- Attend and actively participate in training sessions and meetings
- Answer a high volume of incoming troubleshooting calls
- Solve Tier I Technical Issues
- Follow up with clients to ensure their needs are being met and deadlines adhered to
- Communicate effectively with various contacts including advisors, parents, executive management, and internal departments
- Conduct research and investigate customer orders to provide updates regarding shipping status, refunds, or cancellations
- Identify errors and notify appropriate management to facilitate corrective action and assist in identifying trends
- Complete data entry in associated software systems and utilize good documentation practices to create and maintain accurate and complete electronic records
- Maintain knowledge and proficiency in collaborative applications used in office including Microsoft Office and Google Applications
- Respond to, document and resolve customer support requests in the ticket queue
- Interact seamlessly in a cross functional team environment
- Completion of all required company training and certifications within a timely manner
- Adhere to policies in the Employee Handbook and maintain a professional, respectful working relationship within the company
- And other duties as deemed by Supervisor
Skills
- Excellent organizational skills and the ability to adhere to strict deadlines
- Excellent interpersonal and communication skills, with the ability to comfortably speak with customers and answer their questions on the spot
- Proficiency in communicating effectively with customers via email
- Knowledge of Adobe Acrobat, with the ability to quickly learn new software specifically tailored for yearbooks
- Knowledge of Microsoft Office and Google Docs
- Ability to multitask in a fast-paced environment
- A strong eye for detail and refinement
- Ability to work well with a team, take initiative, and follow directions
- Comfort with working with different types of software and learning new software
- Familiarity with both PC and Mac platforms is a plus
Company Overview
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