Client Experience Specialist

Hi, we're Olly Olly. We're a small-ish, but mighty team of digital marketing strategists, creative visionaries, graphic designers, developers, copywriters, and client experience specialists who solve problems — and we do it creatively. Our mission is to rid small businesses of sub-standard marketing help and provide "guaranteed happiness" to all our clients.

We run from the run of the mill. We run from lazy marketing. We run from safety. From easy. We run toward streamlined systems, proven results, and marketing that yields results.

We're powered by curiosity. We're curious about data, facts, the story behind the company, and the people we're trying to reach.

We play the long game. Keeping our client's marketing needs our main priority is what makes us tick.

At Olly Olly, we believe in three things:

• Good People
• Hard Work
• Happy Clients

Founded in 2018, we knew we needed to do more. More for small businesses, and more for the changes that were happening all over the world. That's when Olly Olly was born. We get how easy it is to get trapped in the whack-a-mole game of digital marketing — constantly popping your head up and engaging in the online world only to have to retreat back to focusing that energy on other parts of running a business. It's time to come out from hiding and doing it all on your own.

Olly Olly is seeking a world-class Client Experience Specialist to join our Growing Fam'Olly!

The main objective of this role is to retain our clients by serving as a consultant, ensuring that they fully comprehend the importance of the services we offer. As a Client Experience Specialist, you will be engaging in both inbound and outbound calls, including reaching out to previous clients who had canceled to assess their readiness to recommence their SEO campaign. In addition, you will need to call on delinquent clients to obtain payment whenever necessary. For our Client Experience Specialists, we offer a $40K-$42K base salary in addition to uncapped bonuses where our top performers are making between $60K-$75K OTE!!

This is a great opportunity for the right person to get into a growing company that is looking for leaders in key departments.

• Answer incoming calls and make outbound retention calls to customers who have requested escalated support
• Demonstrate the value of SEO to our customers every day by providing exceptional customer support
• Identify opportunities to streamline and automate internal processes. 
• Provide timely follow-up on payment arrangements
• Conduct proactive outbound client retention calls with accounts that are in jeopardy. 
• Carefully study corporate programs, products and services to allow for quick and purposeful responses, as well as a high percentage of upsells

• 2+ years of experience in sales and/or client retention and great customer service qualities
• Stellar English skills, both in writing and speaking, while using them creatively in a professional setting
• 1+ years of experience with digital marketing products and services
• An ability to inspire others to action by planning, motivating, and controlling work being done
• The ability to stay calm and find the right approach to manage escalations (irate calls)
• An ability to triage, asses levels of urgency on an ongoing basis and handle competing prioritizes with finesse

• Critical Thinking | Self-starter, solution-oriented and inquisitive mindset. Ability to think strategically and problem-solve. Values quality and organization.
• Problem-Solving | Ability to identify possible solutions to solve a problem or situation.

• Time Management | Strong organizational skills and ability to work quickly and precisely in a fast-paced environment under tight deadlines. Ability to respond to shifting priorities quickly and effectively when necessary
• Collaboration | Excellent interpersonal skills and ability to work well both independently and in a team setting. Professional demeanor and dependable work ethic.

• Attention to Detail | Possess a strong sense of monitoring and checking information, while organizing time and resources efficiently
• Communication | Excellent written & verbal communication skills, ability to proactively network and establish effective working relationships both internal and external stakeholders

• Competitive compensation + bonus
• Medical, dental, and vision health benefits options
• 401(k) package with a company match up to 4% after 12 months
• Generous PTO + paid company holidays
• An inclusive, tight-knit, exciting start-up environment culture offering accelerated career & personal growth

At Olly Olly, we embrace and celebrate our differences. We believe that diverse backgrounds, cultures, abilities, experiences, thoughts and perspectives lead to more creative problem-solving, better outcomes, and ultimately a stronger organization. Olly Olly is proud to be an equitable opportunity employer, therefore employment is based solely on an individual's merit and qualifications directly related to their professional competence. We do not discriminate against any applicant or employee because of race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, mental or physical disability, age, genetic information, military or veteran status, marital status, pregnancy or related conditions, or any other basis protected by law or local ordinance.

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