Eastern Region - Inbound Retention Specialist - Sales - US Remote

Yelp•Chicago, AZ

2d•Remote

About The Position

Yelp is hiring an Inbound Retention Specialist for its Customer Success team to support and retain small business advertisers after the sale. Although the role is remote, candidates must reside in the Eastern region of the United States, including the Eastern or Central Time Zones. The position focuses on consulting and educating current advertisers, demonstrating the value of Yelp advertising, resolving client concerns, and supporting revenue retention. The specialist will spend most of the day in an inbound phone queue and is expected to meet or exceed monthly goals. The role also uses Chatbench, Yelp’s internal tool that provides secure access to LLM models, for research, proposal drafting, data analysis, and objection handling. Candidates need an individual hardline high-speed internet connection; satellite internet and mobile hotspots cannot be used.

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 ability.
Love of local businesses and an 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 Eastern region of the United States, including the Eastern or Central Time Zones.

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’ investment returns through ad performance metrics.
Use listening and conflict-resolution skills to handle escalated clients.
Become an expert in Yelp’s advertising solutions and tailor product recommendations to client needs by asking probing questions and handling 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 the first day.
Mental health support and services via Modern Health.
15 days of PTO, accruing from the hire date and increasing after 2+ 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.