Digital Marketing Specialist
Job Description & Responsibilities
The Digital Marketing Specialist is responsible for solving incoming support tickets, fielding support calls, and communicating with customers on updates, changes & website issues. This role also assists in work overflow and internal 97 Display support while contributing to support projects with help from the Implementation & Support Manager.
– Oversee Hubspot and gather/delegate/completion of all tickets in a timely manner (12 business hours)
– Oversee delegation of tickets to interns, development team, and specialists- ensures completion – Keep a detailed record of client interaction in Hubspot
– Oversee phone lines and return correspondence
– Initiates and communicates SEO strategies with R&D
– Finds creative solutions for client desires/needs while keeping SEO strategies in mind
– Troubleshoot client issues and resolve in a timely manner
A successful DM Specialist will experience:
– Customer satisfaction rating of 95%+
– Confidence when speaking about SEO, advertising, general marketing concepts & our product Minimal correspondence escalated to support manager or saves specialist
– Contributions to additional team projects with minimal supervision
– Deep understanding of add-on opportunities and utilize for an increased client spend
– Has effective communication and documentation skills
– Average response time is less than 24 business hours per ticket
– Generate B2B referrals for client upsales
Support Team Policies
-Support line is manned during all business hours by multiple employees
– 85%+ answer rate within business hours
– Ticket response time less than 24 hours
– Enforced procedures for low lead accounts
Examples of Good Talent
– Empathy – the ability to feel for others, team player
– Teachable – always wanting to learn
– Problem Solving – Solving issues with little guidance
– Will-power – more than working hard!
– Communication – in the team setting and with clients
– Positivity – promote what you love instead of bashing what you hate. NO COMPLAINING
– Resilience- the ability to learn from mistakes – doesn’t give excuses
– Humility – too much ego will kill your talent.
– Ambitious – big results require big ambition
– Innovator – Translating ideas and concepts into a language customers can understand.
Job Type: Full-time
Pay: $51,000.00 – $58,000.00 per year
Benefits:
Schedule:
Supplemental Pay:
Education:
Experience:
Work Location: One location
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