Website Support - Escalation Artist

The purpose of this role is to connect with our customers, other fulfillment departments and sales via phone or email in order to gain their approval to set their site live. This means calling customers and sales to discuss the website, handling all changes (both minor copywriting and all levels of graphic design) and seeing through the whole process that their needs are being addressed for both pre and post live customers. Our goal is to work with the advertiser for the duration of their changes until they are satisfied with the site and we are able to gain approval, set the site live and publish the site fully.

The Escalations Artist will be able to work with advertisers to address and correct website modifications for both pre and post live sites, which includes, but is not limited to: layout, graphic, design and written content. The role would require Escalations Artist to work with the customer or sales to make the requested changes based on their specifications while following web guidelines to ensure optimal web design and user interface.

This role will demand excellent interpersonal and customer interaction skills and is highly target driven and therefore the individual should be comfortable in working in a pressured customer facing and target driven environment. In addition the individual should be tenacious in order that they succeed in speaking to the customer and an ability to overcome objections so that they meet the business goals of deploying high volumes of websites quickly whilst providing an excellent customer experience.

The Escalations Artist will liaise between other departments including production, customer service and ICU. During these interactions, the Escalations Artist will review the site, make any additional modifications that have been requested and then proof the website to the customer. In addition, the Escalations Artist will update all client relationship managers to ensure that there is an open communication between all departments. The ability to communicate clearly and accurately so that instructions are interpreted correctly is therefore of paramount importance.

As the Website product offerings are often bundled with other related digital products this role will also need to ensure that related products are covered in the set live discussions so that customer expectations are managed appropriately. For example, checking that videos are embedded or the customer advised on when this will happen or advising the customer about the claiming process and informing the customer when they can expect this to be complete

Primary Responsibilities:

- Manage their personal website workload achieving the right balance of modifying escalated sites and setting sites live that they have been working on in line with targets/objectives communicated

-Work closely with the production assistant, supervisor and other departments to ensure a consistent volume and quality of sites are produced

-Timely interactions with customers to review sites, handle feedback and overcome objections

-Ability to make minor and major design related changes to sites including coding modifications and revamps of websites.

-Compliance with workflow processes, updating jobs within the client relationship managers to maintain reporting accuracy

-To effectively time manage workloads based on established deadlines

-Handle themselves in a professional manner at all times while on the phone with an irate advertiser and to be able to address the needs of said irate customer is a timely fashion

-To be knowledgeable on the products and be able to provide guidance to colleagues regarding web design requirements

-To delight customers through their interaction, ownership of amends and diligent follow through to ensure sites are set live with approval

- To be a positive force on the team and department, recognizing their role and responsibility in maintaining a positive, results based work environment

-Strong ability to liaise with advertisers effective to ensure all website modifications are addressed and to make sound judgments in terms of site layout and structure, appropriate use of navigation and sub navs

-Make effective recommendations on site design, choosing library images when appropriate to minimize propensity for re-work

-Maintain records and current status of all jobs using existing tools.

-Other responsibilities as assigned.

Experience:

Bachelor’s Degree 
Minimum of 2 - 4 years’ experience working in a customer facing, target driven position such as sales, retail, account management.  
Must have a comprehensive understanding of website designs and trends
Strong working knowledge of Microsoft Office.
Must have the ability to communicate clearly and accurately with customers, sales and when delivering feedback on quantity and quality of work 

HOURS: 

Hours:  / 7:00AM – 3:30 CST