Inbound Retention Specialist – Sales

Description:
• Do you love local businesses, and want to help them grow?
• The Yelp Customer Success team is seeking a dedicated and driven Customer Success Representative to provide a 5-star experience to our small business advertisers!
• As a member of the Customer Success team, you will be committed to supporting, consulting, and retaining our advertisers post-sale.
• This position requires you to work a permanent Saturday-Wednesday schedule.
• On Saturday and Sunday you will work 7:00am-4:00pm PST and during the weekdays of your shift you will either work 8:00am-5:00pm or 9:00am-6:00pm in your timezone.
• What you’ll do: You will help strengthen Yelp’s revenue retention by providing exceptional and timely customer support
• You will be logged into an inbound phone queue for the majority of your day, consulting and educating our current Yelp advertisers
• You will show clients the value of Yelp by highlighting their investment returns through ad performance metrics
• You will use strong listening and conflict resolution skills to handle escalated clients
• You will become an expert in Yelp’s advertising solutions and adapt product recommendations quickly to suit client needs – asking probing questions and handling objections will be critical to your success
• You will exhibit strong communication skills, both externally with clients and internally with other Yelp employees
• You will remain organized and efficient in a fast-paced environment
• You will consistently achieve/exceed monthly goals

Requirements:
• You have a Bachelor’s Degree or 3+ years of relevant client facing experience
• You are technically proficient with computers and information systems
• You have strong communication skills (verbal and written)
• You excel with problem solving and troubleshooting
• You have experience in account management, sales, advertising, or small business (preferred)
• You have a love for local businesses and understand their importance in local economies
• You have excellent time management and organizational skills with the ability to track and complete numerous details
• You have the ability to handle tough conversations with business owners in a professional, solutions-oriented manner
• You have the ability to strike a balance between consulting and supporting as needed
• You are willing to receive and implement feedback
• You have the ability to embrace a fast paced and always-changing environment

Benefits:
• Effective your first day: Medical, vision, and dental
• Mental health support and services via Modern Health
• 15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure thereafter), 12 paid holidays, plus one floating holiday and 7 paid wellness days
• Up to 14 weeks of parental leave
• Monthly wellness subsidy
• Flexible spending account
• 401(k) retirement savings plan
• Employee stock purchase plan
• Work from home reimbursement