Specialist, Client Service

The Specialist provides support to local channel partners and their advertising partners through thought leadership, a thorough understanding of each program’s guidelines and expertise in both program administration and customer service.

This role is critical to our global client and customer success and each individual must be focused on serving as a brand ambassador, collaborating with internal and external team members, controlling quality, identification of potential risk and issues, being the voice of the customer, and providing excellent customer service.

Duties/Responsibilities

• Review marketing materials against an established set of guidelines and brand standards, enter results into the database, and communicate results of the review to advertisers.
• Work with many clients and customers (primarily via phone, chat, and email) to understand their marketing needs.
• Maintain accurate profile and communication records with proactive recognition and reporting tied to support and actions provided.
• Coach customers and advertising partners in creating and submitting brand-enhancing content and program-abiding documentation.
• Master complex guidelines and apply them to a variety of scenarios.
• Participate in team collaboration through idea-sharing and brainstorming sessions.
• Comprehensive knowledge of single/multiple programs & products.
• Provide ongoing feedback, both internally as well as proactively communicating status and recommendations to customers.
• Perform website functionality checks.
• Perform quality control checks to ensure accuracy and compliance with program guidelines.
• Route/escalate insights & risks to appropriate resources/supervisor.

Required Skills/Abilities

• Strong attention to detail and excellent time management.
• Ability to organize work, multitask, and meet deadlines.
• Exceptional ability to work within a team environment.
• Proven technical competence including experience with Microsoft Word, Excel, and Outlook.
• Ability to function well in a high-paced and at times stressful environment.
• Solid verbal and written communication skills.
• Exceptional client and customer service skills.

Education and Experience

• Bachelor’s degree in business, communication, journalism, marketing or related field.
• Less than 1 year marketing or advertising experience (entry-level).
• Some remote-work experience preferred and demonstrated ability to work independently.