Wicked Local Media Solutions
based in Framingham, MA
Summary:
Wicked Local Media Solutions - The Advertising Sales Division of Gatehouse Media New England seeks a proven, motivated, and innovative individual to improve customer retention and reduce account churn through strong customer relationships, developed by providing excellent customer service and the adoption of proactive, results-oriented collaboration with existing customers.
Responsibilities include: management of existing accounts; fulfillment of all processing requirements for existing ad schedules, ongoing changes or corrections and proofing of scheduled creative, provide high quality customer service; monitor effectiveness of existing ad campaigns and work with customers to improve results: upsell existing customers: address and resolve all billing and credit inquiries. Collaborate with management and field representatives to maximize account potential.
The ideal candidate will be skilled in customer service with an eye for detail and a focus on accuracy: able to perform under pressure: deadline and results oriented: knowledgeable about technology: a team player; an outstanding communicator excited about the opportunity to be part of a dynamic and innovative organization with opportunities for long-term career development.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Welcome call, introduction and follow-up e-mail to all newly assigned accounts.
Manage fulfillment of existing contracts including:
Copy changes to running ads
Book new ads for existing commitments
Create new Salesforce opportunities as needed
Place Miles orders through Salesforce.com
Process creative and complete proof approval process
Monitor and carry out assigned account tasks daily.
Secure and process prepayments as needed.
Research and resolve all billing disputes or inquiries.
Work with the Credit Department to communicate and resolve credit and collection issues.
Research and resolve any copy or scheduling disputes or inquiries.
Process account credits and adjustments as needed.
Process and fulfill tearsheet requests.
Create and monitor through to resolution, a Salesforce Inquiry Case as issues arise that require the Multi-Media Reprsentative’s involvement.
Monitor and share digital results with customer if relevant.
Develop and maintain strong professional relationship with account contacts.
Upsell to active accounts.
Proactively monitor the effectiveness of active campaigns and work collaboratively with customers on improvements to schedules, products and design/message to improve response and results.
Use Spec Ads to keep current ads fresh and relevant and to promote upsell opportunities.
Develop eMarketing opportunities aimed at customer loyalty and retention.
Create Social Media opportunities for existing customers.
Outbound service calls and check-ins.
Attend regularly scheduled team meetings.
Additional Requirements:
Salesforce.com – 2+ years
3+ years of experience in Retention or Customer Service or relationship management
Inside Sales experience
Demonstrated success working with internal and external customers
Experience working in a team environment
Exhibit the sales and service skills required to manage existing customers
Excellent verbal and written communication skills and strong negotiation skills
Must have computer literacy (i.e., spreadsheets and word processing)
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required.
Education and/or Experience: Bachelor’s Degree in Sales, Marketing or Business preferred with a minimum of 3 years experience in Customer Service and Retention role.
We offer Health, Dental, Vision, Flexible Spending Accounts, Life Insurance and 401(k).
Summary:
Wicked Local Media Solutions - The Advertising Sales Division of Gatehouse Media New England seeks a proven, motivated, and innovative individual to improve customer retention and reduce account churn through strong customer relationships, developed by providing excellent customer service and the adoption of proactive, results-oriented collaboration with existing customers.
Responsibilities include: management of existing accounts; fulfillment of all processing requirements for existing ad schedules, ongoing changes or corrections and proofing of scheduled creative, provide high quality customer service; monitor effectiveness of existing ad campaigns and work with customers to improve results: upsell existing customers: address and resolve all billing and credit inquiries. Collaborate with management and field representatives to maximize account potential.
The ideal candidate will be skilled in customer service with an eye for detail and a focus on accuracy: able to perform under pressure: deadline and results oriented: knowledgeable about technology: a team player; an outstanding communicator excited about the opportunity to be part of a dynamic and innovative organization with opportunities for long-term career development.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Welcome call, introduction and follow-up e-mail to all newly assigned accounts.
Manage fulfillment of existing contracts including:
Copy changes to running ads
Book new ads for existing commitments
Create new Salesforce opportunities as needed
Place Miles orders through Salesforce.com
Process creative and complete proof approval process
Monitor and carry out assigned account tasks daily.
Secure and process prepayments as needed.
Research and resolve all billing disputes or inquiries.
Work with the Credit Department to communicate and resolve credit and collection issues.
Research and resolve any copy or scheduling disputes or inquiries.
Process account credits and adjustments as needed.
Process and fulfill tearsheet requests.
Create and monitor through to resolution, a Salesforce Inquiry Case as issues arise that require the Multi-Media Reprsentative’s involvement.
Monitor and share digital results with customer if relevant.
Develop and maintain strong professional relationship with account contacts.
Upsell to active accounts.
Proactively monitor the effectiveness of active campaigns and work collaboratively with customers on improvements to schedules, products and design/message to improve response and results.
Use Spec Ads to keep current ads fresh and relevant and to promote upsell opportunities.
Develop eMarketing opportunities aimed at customer loyalty and retention.
Create Social Media opportunities for existing customers.
Outbound service calls and check-ins.
Attend regularly scheduled team meetings.
Additional Requirements:
Salesforce.com – 2+ years
3+ years of experience in Retention or Customer Service or relationship management
Inside Sales experience
Demonstrated success working with internal and external customers
Experience working in a team environment
Exhibit the sales and service skills required to manage existing customers
Excellent verbal and written communication skills and strong negotiation skills
Must have computer literacy (i.e., spreadsheets and word processing)
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required.
Education and/or Experience: Bachelor’s Degree in Sales, Marketing or Business preferred with a minimum of 3 years experience in Customer Service and Retention role.
We offer Health, Dental, Vision, Flexible Spending Accounts, Life Insurance and 401(k).
