Job Description
Customer Engagement Associate
Fully Remote • Operations
Job Type
Full-time
Acting as the primary creative liaison for all advertisers for approximately 6-8 sales representatives with a total of 150-200 active accounts, the Customer Engagement Associate will ensure all creative orders are executed with optimal customer satisfaction and process excellence in markets across the country. The CEA will establish relationships with customers and build an understanding of the unique characteristics inherent in each market. The CEA will assume responsibility for ongoing customer satisfaction in regards to creative process. The CEA will also engage in additional activities and initiatives to support strong team dynamics, improved customer satisfaction, and enhanced process excellence.
KEY DUTIES/RESPONSIBILITIES
- Customer Focus: Develop art instructions and collect ad materials directly from advertisers in accordance with print deadlines and enter in to workflow system to ensure maximum efficiency, accuracy, and creative impact while meeting customer expectations. 15%
- Customer Focus: Work directly with each advertiser to ensure each ad is approved to the satisfaction of the customer and with minimal amounts of corrections in accordance with print deadlines. 30%
- Customer Focus: Ensure all insertion orders are approved by each advertiser in accordance with established deadlines. 5%
- Customer Focus: Stay in regular contact with assigned sales team and customers to build and maintain relationships and ensure customer satisfaction. Address or facilitate resolution of customer needs for non-core responsibilities as they arise. 20%
- Internal/Team Focus: Coordinate flow of artwork with internal team; troubleshoot and find solutions in order to facilitate timely and accurate ad production; maintain customer records to ensure consistent service. 20%
- Internal/Team Focus: Participate in initiatives related to process improvement, increased customer satisfaction, and improved team dynamics as needed. 5%
- Internal/Team Focus: Participate in team meetings and activties plus other duties as assigned. 5%
Requirements
EDUCATION
- Associate’s degree or equivalent work experience
EXPERIENCE
- 0+ Years with Associate’s degree or 3+ years’ work experience in customer service and/or account management. Or equivalent experience with task management coupled with strong communication and interpersonal skills.