Customer Care Agent

Company: Venturi PartnersLocation: Burbank, CA 91504Status: Full Time, Temporary/Contract/Project, EmployeeJob Category: Customer Support/Client Care Contact Information: Email: Apply by EmailCompany: Venturi PartnersPhone: 818-956-1768Reference Code: 3214-10447-001 CBS Personnel, Venturi Staffing Partners, and Columbia Healthcare are subsidiaries of CBS Personnel Holdings - established as one of the fastest growing and largest staffing firms in the nation. We recruit capable and reliable talent for our client organizations in various industries. Depending on the employment status that you desire as our candidate, our clients have temporary, temp-to-hire, direct-hire, and professional opportunities that fit your talent and skills. Our goal is to be your Employer of Choice!Is your calling to provide top-notch customer service? Motivated by a desire to help others find success? Are you internet savvy, able to assist with technical needs and have strong computer and communication skills? If you are looking to put your superior customer service skills to work…then we are looking for you!   Venturi Staffing in partnership with one of the Original Internet Search Engines has exciting opportunities in their Search Marketing Department for Customer Care Agents.  The role of the Customer Care Agent provides world class customer service support, going the extra mile to meet and exceed customer expectations – with a smile! This position is responsible for making every advertiser successful by providing world-class customer service through telephone and email interactions. The Customer Care Agent will respond appropriately to resolve incoming product and service requests from advertisers.   Primary Responsibilities: Answering advertiser questions via the telephone or email; ensuring the advertiser is treated with respect and that their question is resolved. (first contact resolution is the stated goal) Most questions include or require:  • Explanations of different products that are offered, content match, sponsored search, advance match • Basic technical question resolution – clearing cookies and cache • Base line triage, including click activity and level one investigations • Adding funds, resetting passwords, billing questions, budgeting questions • Work directly with advertisers at all levels helping to diagnose their issues, identify opportunities and promote behavior that grows spends. • Be an expert with respect to company's guidelines and search marketing best practices and be able to communicate these to advertisers. • Enhance the advertiser’s experience by identifying opportunities to educate the advertiser on how to maximize the use of his account • Identify and close on all up-sell / cross sell opportunities • Provide secondary editorial review with limited approval authority • Retention efforts for customers requesting to close • Provide a system walk through to advertisers as needed • Primary focus will be to work with advertiser’s in the Premier channel   Work Schedules: Call center located in Burbank is open 7 days a week as follows: M-F 5:00 a.m. to 8:00 p.m., Sat. 6:00 to 5:00 p.m., Sun. 7:00 a.m. - 6:00 p.m. Schedule will be either M-F, T-S or S-Th based upon business needs. Overtime may be available.    Qualifications: • 2 - 5 years experience in a customer support role or related field • Excellent verbal and written communication skills, including proper spelling & grammar (testing will be conducted) • Excellent customer service and interpersonal skills • Proven ability to independently respond to a customer via phone or email • Proven ability to use and navigate internet search engines as well as competency in navigating internet explorer or similar browser • Preferred experience in working with customer based computer systems • Demonstrated ability to use Microsoft Word and Excel, including typing ability • Ability to work in a high activity/ fast paced environment (inbound phone environment preferable) • Preferred experience in a workforce managed environment – exposure to adherence, handle time, and quality requirements • Proven ability to navigate changes in environment or circumstance • Previous experience in a cross sales environment or proven negotiation and influencing skills • Excellent organizational skills and ability to work both independently and in a team environment • Analytical skills, mathematical skills and a proven ability to learn quickly • Bachelor’s degree preferred or equivalent work experience in a related field • Flexible to work any schedule   If this sounds like a great career opportunity, then apply today! When responding to this job, please also submit your resume as a Microsoft Word attachment to glendale@venturipartners.com and reference job# 3214-10447-001 when calling or emailing. Learn more about CBS Personnel ,Venturi Staffing Partners and Columbia Healthcare ServicesFor more information, visit our website: www.cbscompanies.com