Our Client is a rapidly growing digital marketing agency that specializes in lead Generation for small - medium-sized local businesses. They do SEO, SEM, and several other forms of marketing. 

It’s not a huge agency but they have served over 30 Roofing businesses ranging from start-ups to well-established businesses of all shapes and sizes.

Ranking on page 1 is great and that's what they are mostly known for. However, their philosophy is geared more towards the idea that your marketing investment should bring you more money than what you put in.

Position Description:

We are looking to add a strong team member to the Customer Service department. The ideal candidate has great communication skills and is interested in working in a dynamic, fast-paced environment. 

You will be expected to manage client accounts and represent the needs of both the client and the agency. This is a great opportunity for applicants who are motivated, flexible, and demonstrate leadership skills. Although the communication is KEY,  you must have a very strong understanding of search engine optimization, Google my business, dealing with suspensions, and reinstating listings. 

Your Day-to-Day:

You should be highly experienced with all of the following:

• Providing customer service to a wide range of clients

• Overseeing and following up on campaign deliverables

• Communicating and checking in with clients regarding their campaigns

• Creating and/or tailoring client campaign strategies based on their needs

• Communicating client needs and requests to the team

• Walking clients through their analytics via screen share programs like Loom

• Communicating with the team, assigning tasks, and holding them accountable to deadlines

• Providing final approval for projects going out to clients, including proofreading and aesthetics checks

• Taking notes on client requests during calls, and assigning them as tasks to the team

• Taking notes during team meetings, and holding accountability meetings with key team members

• Management of client ticketing system

• Learning basic information about each client’s niche, to understand the goals and challenges of their business

Preferred Qualities:

TOP 4:

• Resolve 90% of client requests within 48 hours 

• Report to 70% of the clients receive reports at least once a month

• Turn negative clients into positive clients in an average of under 7 days

• Complete Onboarding New Clients under 1 week of client joining company

Other:

• Comfortable with a sales environment, and willing to ‘save’ departing clients by highlighting the benefits of our work

• Willing to take unexpected client calls during work hours

• Comfortable being on camera, as much of our client reporting, occurs through screen share programs such as Loom

• Experience creating/optimizing systems and operations processes, as we are always looking for ways to improve our business structure

• Detail-oriented, with an eye for correct grammar and online visuals

• Gains satisfaction from following through with tasks and seeing projects to completion

• Ability to lead and mentor a team

• Experience writing pitches and proposals for clients

Competencies:

• Efficiency: able to produce significant output with minimal wasted effort 

• Honesty/integrity: does not cut corners ethically. Earns trust and maintains confidence, does what is right, not just what is politically expedient. Speaks plainly and truthfully 

• Organization and planning: plans, organizes, schedules, and budgets in an efficient, productive manner, focuses on key priorities 

• Aggressiveness: moves quickly and takes a forceful stand without being overly abrasive 

• Follow through on commitments: lives up verbal and written agreements, regardless of personal cost 

• Intelligence: learn quickly. Demonstrates ability to quickly and proficiently understand and absorb new information 

• Analytical skills: able to structure and process qualitative or quantitative data and draw insightful conclusions from it. Exhibits a probing mind and archives penetrating insights 

• Attention to detail: does not let important details slip through the cracks or derail a project 

• Persistence: demonstrates tenacity and willingness to go the distance to get something done 

• Proactivity: acts without being told what to do, bring new ideas to the company 

• Calm under pressure: maintains stable performance when under heavy pressure or stress 

• Work ethic: possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard.

• Communication: speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including email.

What You Bring to the Team:

• 5+ years of experience in search engine optimization and Google My Business optimization 

• 2+ years of experience in Customer Service, SEO Account Management, or Project Management

• High level of experience in Google Analytics

• Digitally proficient, including excellent knowledge of Outlook, Excel, and Microsoft Word

• Fluent English

  
  

Employer uses a time tracker to track hours.

Conditions:

• 100% remote full-time job

• Work schedule 9 AM -  5 PM EST time

• A team of professionals

• Access to the most up-to-date industry tools & software

• Steady work

• Employer uses a time tracker to track hours 

Selection process:

1. 30-minute audio interview with Talent Acquisition

2. Test task

3. An interview with the Founder

4. Trial week

If this sounds like your kind of thing – we want to talk to you!