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Entourage Yearbooks · 1 day ago

Assistant Yearbook Account Manager

United States

Full-time

Remote

New Grad, Entry Level

$21/hr - $23/hr

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.

EdTechEducationEvents

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

Qualification

Customer serviceOrganizational skillsCommunication skillsAdobe AcrobatMicrosoft OfficeGoogle DocsMultitaskingLearning new softwareTeamworkAttention to detail