[Remote] Assistant Yearbook Account Manager

Note: The job is a remote job and is open to candidates in USA. 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.

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

Skills

• Excellent organizational skills and the ability to adhere to strict deadlines
• Excellent interpersonal and communication skills, with the ability to comfortably speak with customers and answer their questions on the spot
• Proficiency in communicating effectively with customers via email
• Knowledge of Adobe Acrobat, with the ability to quickly learn new software specifically tailored for yearbooks
• Knowledge of Microsoft Office and Google Docs
• Ability to multitask in a fast-paced environment
• A strong eye for detail and refinement
• Ability to work well with a team, take initiative, and follow directions
• Comfort with working with different types of software and learning new software
• Familiarity with both PC and Mac platforms is a plus

Company Overview