Western Region - Inbound Retention Specialist - Sales - US Remote

Yelp, Inc•Reno, NV

4d•Remote

About The Position

Yelp’s Customer Success team is seeking an Inbound Sales Retention Specialist to support, consult with, and retain small business advertisers after the sale. The role focuses on providing exceptional customer support, helping advertisers understand the value and returns of their Yelp advertising, and recommending appropriate advertising solutions. The position operates remotely and is limited to candidates residing in the Western United States, including Pacific or Mountain time zones; candidates in the Bay Area are not being considered. The role requires an individual hardline high-speed internet connection and cannot be performed using satellite internet or a mobile hotspot. The specialist spends most of the day in an inbound phone queue, consulting and educating current Yelp advertisers. They use Yelp’s internal Chatbench tool, which provides secure access to multiple LLM models, to research, draft proposals, analyze data, and address objections. The role calls for strong client communication, listening, conflict resolution, organization, and problem-solving skills, as well as the ability to work in a fast-paced environment and consistently meet or exceed monthly goals.

Requirements

Bachelor’s degree or at least 3 years of relevant client-facing experience.
Technical proficiency with computers and information systems.
Strong verbal and written communication skills.
Problem-solving and troubleshooting skills.
Love of local businesses and understanding of their importance to local economies.
Excellent time-management and organizational skills, including the ability to track and complete numerous details.
Ability to handle difficult conversations with business owners professionally and with a solutions-oriented approach.
Ability to balance consulting and support as needed.
Willingness to receive and implement feedback.
Ability to adapt to a fast-paced, changing environment.
Access to an individual hardline high-speed internet connection in the workspace; satellite internet and mobile hotspots are not acceptable.
Residence in the Western United States, including Pacific or Mountain time zones; candidates in the Bay Area are not being considered.

Nice To Haves

Experience in account management, sales, advertising, or small business.

Responsibilities

Provide exceptional and timely customer support to strengthen Yelp’s revenue retention.
Consult with and educate current Yelp advertisers while working in an inbound phone queue for most of the day.
Demonstrate the value of Yelp by highlighting advertisers’ returns through ad performance metrics.
Use listening and conflict-resolution skills to handle escalated clients.
Become an expert in Yelp’s advertising solutions and adapt product recommendations to client needs.
Ask probing questions and handle objections.
Communicate effectively with clients and Yelp employees.
Stay organized and efficient in a fast-paced environment.
Consistently achieve or exceed monthly goals.
Use Chatbench to research, draft proposals, analyze data, and overcome objections.

Benefits

Medical, vision, and dental coverage effective on the first day.
Mental health support and services via Modern Health.
15 days of PTO, accrued from the hire date and increasing with 2 or more years of tenure.
12 paid holidays and one floating holiday.
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.
Base salary of $50,000 plus performance-based incentives.