Job Information and Description
Relevant Ads is a fast growing company providing unique search engine optimization (“SEO”) and search engine marketing (“SEM”) products to help local businesses be found in map and local organic search results on Google and other leading search sites. We go to market under the Local Splash brand name.
Local Splash was recently named the #84 fastest growing company in the U.S. by Inc. Magazine and the 6th fasted growing company in the LA/OC area.
The Local Account Supervisor is responsible for Local Account Managers, Client Interview Team, and Local Account Performance team as part of the Local Splash Customer Service Team. The LA Supervisor reports directly to the Customer Service Manager.
¨ Responsible for the day-to-day operations of the Local Account Team ( Local Account Managers, Client Interview team and Local Account Performance team)
¨ Supervises employees, manages daily work schedules and maintains attendance records
¨ Track teams performance via KPI’s and allocates daily and weekly spiff bonuses
¨ Responsible for checking CSVM inbox and designating account for follow-up to the appropriate Account Manager
¨ Serves as a liaison for Account Managers. Researches escalated accounts and delegates follow-up to Account Managers
¨ Serves as an escalation specialist; second voice cancellation requests whenever possible; follows up with customers to resolve issues
¨ Works with CSM as a decision maker on customer refund requests. Advises AM’s on cancellation and refund requests
¨ Improves team performance by providing coaching and training with regards to handling escalations, account performance and technical tasks within the back office
¨ Immediately informs CSM of any performance or disciplinary issues and follows-up with employees as appropriate
¨ Ensures that client and concerns are dealt within an efficient manner, informing the CSM of any problems that may arise
¨ Understanding of company capabilities and service and effectively communicates all offerings to the client
¨ Reports performance and service metrics on a weekly basis to the CSM.
¨ Results focused, with ability to motivate and lead others
¨ Strong communication and client relations skills
¨ Familiarity with the Internet, SEO and SEM
¨ Proficiency in common Microsoft desktop applications and CRM products.
¨ Self-starter who requires minimal supervision
¨ Experience in the Internet advertising industry, especially Local SEO/SEM
¨ Bachelor’s degree
¨ 2 year product management experience with a technology company
¨ Experience in a managed service company
¨ 1 year experience as a project management
¨ $35,360.00 up to 39,520.00 DOE; eligible for quarterly bonus plan
¨ Stock Option plan
Please read and understand all information above, particularly the Mandatory Experience.
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Subject: LA Supervisor