The Multimedia Fulfillment Representative is the main point of contact for our clients when creating their business website.
Yellow Pages is a digital media and marketing solutions leader. We connect people and businesses in neighborhoods across Canada through our digital properties and services.
Yellow Pages (YP) is no longer the company that you know. We are conducting a complete digital transformation and we are redefining the way people use mobile apps every day to shop, work, live and play.
By joining our team, you’ll play a key role in our continued success. We offer a work environment that values customer commitment, open communication, teamwork, tangible results and efficiency. We also offer an exceptional benefit plan, pension and generous vacations. If you are looking to take your career to the next level, apply and join us in our transformation and contribute to our success!
The Multimedia Fulfillment Representative is the main point of contact for our clients when creating their business website. They are teamed up with a website builder and a copywriter to create unique websites for our clients. The responsibilities of the Multimedia Fulfillment Representative are a critical piece to creating and maintaining a positive end-to-end experience with our clients – including a focus on proactive monitoring of the client’s digital product delivery from consultation to review and publication of their website.
This is a regular full-time opportunity, located in Burnaby, BC.
You are the primary point of contact for customers who have purchased a website.
You are responsible for the start to finish process of gathering preliminary content, conducting over the phone consultations, organizing the flow of work through your builder and copywriting team, then reviewing, gathering changes and publishing a client’s website.
Conducts thorough analysis on clients and regional competitors’ websites and other advertisements to support the customer consultation activities and provide content recommendations.
Works as a team with a Website Builder and Copywriter, reviewing the clients information, prioritizing their work and providing them with clear, detailed notes so they can effectively do their job.
Ensures meticulous documentation of all interactions (with the client and other departments) throughout the fulfillment process to provide full visibility and accurate representation of fulfillment statuses at all times.
Works with other departments, including sales, account managers, and SEO as needed to produce the client’s website, making sure all parties are informed and provide relevant content.
Manages upwards of 35-45 accounts at a time, taking ownership of their daily calendar of consultations and calls with clients.
Sets expectations with the clients based on their product and contractual deadlines to put their site live.
Provides tier one technical support to clients to buy or transfer their domain name and emails.
Bilingual French & English (both written & spoke) is an asset
Minimum high school or equivalent education required
Minimum 2-3 years of related work experience in previous customer service in a call centre using web-based systems, technical support, website support or tier 1 support.
Exceptionally organized and confident in their ability to manage dozens of client accounts at one time, including call plans, publishing timelines, escalations, and communication with other stakeholders.
Being able to set expectations and firm timelines with clients to publish a website on time are key in this role.
Must be tech savvy (e.g. experience with Salesforce is an asset)
Must have intermediate level MS office experience
Excellent people skills and the ability to work with a wide range of people, both internally and externally – special emphasis on customer service, escalation management, problem resolution and situation analysis.
Basic understanding of concepts related to SEO, SEM, social media, and other products and services within the YP portfolio
Excellent listening skills
Reliable team player
Exhibits a customer-centric point of view
We thank all interested applicants; however, only short listed candidates will be contacted.