Inbound Retention Specialist - Sales

Job Description: • Do you love local businesses, and want to help them grow? • The Yelp Customer Success team is seeking a dedicated and driven Customer Success Representative to provide a 5-star experience to our small business advertisers! • As a member of the Customer Success team, you will be committed to supporting, consulting, and retaining our advertisers post-sale. • This position requires you to work a permanent Saturday-Wednesday schedule. • On Saturday and Sunday you will work 7:00am-4:00pm PST and during the weekdays of your shift you will either work 8:00am-5:00pm or 9:00am-6:00pm in your timezone. • What you'll do: You will help strengthen Yelp’s revenue retention by providing exceptional and timely customer support • You will be logged into an inbound phone queue for the majority of your day, consulting and educating our current Yelp advertisers • You will show clients the value of Yelp by highlighting their investment returns through ad performance metrics • You will use strong listening and conflict resolution skills to handle escalated clients • You will become an expert in Yelp’s advertising solutions and adapt product recommendations quickly to suit client needs - asking probing questions and handling objections will be critical to your success • You will exhibit strong communication skills, both externally with clients and internally with other Yelp employees • You will remain organized and efficient in a fast-paced environment • You will consistently achieve/exceed monthly goals Requirements: • You have a Bachelor's Degree or 3+ years of relevant client facing experience • You are technically proficient with computers and information systems • You have strong communication skills (verbal and written) • You excel with problem solving and troubleshooting • You have experience in account management, sales, advertising, or small business (preferred) • You have a love for local businesses and understand their importance in local economies • You have excellent time management and organizational skills with the ability to track and complete numerous details • You have the ability to handle tough conversations with business owners in a professional, solutions-oriented manner • You have the ability to strike a balance between consulting and supporting as needed • You are willing to receive and implement feedback • You have the ability to embrace a fast paced and always-changing environment Benefits: • Effective your first day: Medical, vision, and dental • Mental health support and services via Modern Health • 15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure thereafter), 12 paid holidays, plus one floating holiday and 7 paid wellness days • Up to 14 weeks of parental leave • Monthly wellness subsidy • Flexible spending account • 401(k) retirement savings plan • Employee stock purchase plan • Work from home reimbursement