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Account Manager/Customer Service Representative Application



Description
As an account manager, you will be responsible for maintaining the relationship with our clients, making sure that their work is done precisely according to their specifications, exploring their needs and creatively coming up with solutions/helping develop products (from the pieces we have) that will address their problems, and documenting processes that come up. Many of our clients can be large and short on time, so availability throughout the day (with instant phone pickup) is a necessity. You will also be given interested clients/good fits and be responsible for opening new accounts, including cold calling, reaching out via social media, and following up to close the deal. Your time would be spent around 50-90% on existing accounts and 10-50% on opening new ones.

This job is a good fit for you if...
* When a client is really pissed off, you are level-headed "I wonder why and wonder how I can fix the situation"?
* Are comfortable with requests that aren't in your area of expertise, but are confident that you can come up with a solution
* Can set boundaries well and can do so with tact
* Like to address problems directly and not avoid them
* Are good at spoting client needs (which for us are opportunities) and will pursue the opportunities
* Are a good listener and your conversations with people are generally 80% listening and 20% talking.

This job is not a good fit for you if...
* You are frazzled by people yelling at you
* When someone asks you to do something and you aren't comfortable doing it, you ignore it or avoid it without telling the person so
* If given a client who is telling you about their problems, you have trouble coming up with solutions if there has beeen 0 training


Qualifications
Intimate SEO Knowledge, with demonstrated ability to help clients reach their customers
Previous Customer Service and/or Sales experience
Perfect English with proper grammar
A positive tone and ability to handle client interactions
Any technical/programming knowledge would be a plus


Application Questions
Please describe your Customer Service and Sales experience. Include the types of correspondence you have used (email/phone/etc) along and the subject matters you have handled.  

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What kind of experience do you have with SEO tactics and strategy? Have you created/promoted sites? What methods did you use? Do you have experience with wordpress, html, php?  

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If a client emailed asking what we recommend to recover from a Penguin penalty, what would be your approach in helping them recover?  

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Please read the following conversation from a doctor ordering a 2000 word normal writing service and:
1) Indicate each concern that the client has
2) List each negative emotion that the client has received in this interaction, the feeling they got, why they got that feeling, and the appropriate action that would have resolved that feeling at that point
3) Write a response and indicate what actions you would take to best maximize the value for both the client and us. Assume that this is your client (a doctor) and we would very much like to retain him:

Conversation
WL Marketing Staff (2013-01-16 16:50:07) - (Subject: New message posted for order 795770)

Hi Bob,

Thank you for your order! :) Since this is a large project, we want to ensure we are on the right track from the beginning. We have a couple of questions for you regarding the article.

Do you want eight distinct paragraphs (like the website homepage) or do you want it to flow together in one long article?

Should the titles be left as they are in the description section, or do they need to be coded and added to the body text?

Any feedback would be greatly appreciated. We look forward to your reply.

Sincerely,
WL Marketing
Bob (2013-01-16 18:31:28) - (Subject: Re: New message posted for order 795770)

They are all for one page, so it should flow, but each paragraph should be
thought of a section of the page, which could technically be more than one
paragraph if necessary (not to exceed the 300 word count)

Titles can be left as is, you don't need to do anything there, just write
the content under it.

Let me know if this helps, and if you have any other questions please let
me know

Thanks
Bob
Chris R. @ WL Marketing (2013-01-16 18:36:04) - (Subject: Re: New message posted for order 795770)

Hey Bob,

Thank you for getting back to us promptly! :) We will use your feedback to write the article. You will get a message from us as soon as we have an update for you to review.

Please let us know if you need anything else. We are always happy to help!

Regards,
WL Marketing
WL Marketing Staff (2013-01-17 13:38:47) - (Subject: Re: New message posted for order 795770)

Hi Bob,

Just writing to let you know that your article has been completed. If there's anything that you are not happy with, just let us know and we'll get it revised right away!

Thank you for using our services and we look forward to serving your needs again!

Regards,
WL Marketing
Bob (2013-01-18 12:55:51) Instructions were not 100% followed. We need to include ALL the phrases into each paragraph. Also per the instructions 'the first word of the paragraph will be begin with the primary keyword for that paragraph' can you please revise. Once complete we will review and if all is good we will submit 20 orders of this same project, however each will need to be unique from the other.
Bob (2013-01-18 13:04:07) - (Subject: Re: New message posted for order 795770)

also please review grammer, we found the following sentense which does not make sense:
'...and is available to provide you with your tooth pain, by offering root...'
Antoine @ WL Marketing (2013-01-18 14:56:37) - (Subject: Re: New message posted for order 795770)

Hi Bob,

We are terribly sorry for the confusion. We will get this corrected for you asap! If you have anymore questions or concerns please don't hesitate to contact us.

Best Regards
WL Marketing
WL Marketing Staff (2013-01-18 15:59:16) - (Subject: Re: New message posted for order 795770)

Hi Bob,

We've updated the article according to your feedback. If there's any further changes required, just let us know and we'll take care of it right away!

Thanks again for your order and we look forward to serving you again!

Regards,
WL Marketing
Bob (2013-01-18 16:22:37) - (Subject: Re: New message posted for order 795770)

also please review grammer, we found the following sentense which does not make sense:
'...and is available to provide you with your tooth pain, by offering root...'
Bob (2013-01-18 16:24:29) - (Subject: Re: New message posted for order 795770)

also please review grammer, we found the following sentense which does not make sense:
'...and is available to provide you with your tooth pain, by offering root...'
Bob (2013-01-18 16:26:02) - (Subject: Re: New message posted for order 795770)

The article was updated, but you did not update it completely. Each paragraph has a list of phrases that need to be included. You are not including each of the phrases in the each paragraph.
Nick @ WL Marketing (2013-01-18 18:19:06) - (Subject: Re: New message posted for order 795770)

Hi Bob,

Thanks for the notes! We apologize for the oversights. We'll have the article fully updated and sent over for review as soon as possible. We should have a new draft ready within the next couple days. In the meantime, please don't hesitate to reach out with any additional questions, concerns, or feedback! Have a great weekend :).

Best Regards,
WL Marketing
WL Marketing Staff (2013-01-18 21:12:07) - (Subject: Re: New message posted for order 795770)

Hi Bob,

We've updated the article according to your feedback. If there's any further changes required, just let us know and we'll take care of it right away!

Thanks again for your order and we look forward to serving you again!

Regards,
WL Marketing
Bob (2013-01-21 14:39:18) - (Subject: Re: New message posted for order 795770)

Phrases were added but not all of them and their are instances where they replaced our secondary keyword. For example for paragraph 1, the secondary keyword = dentist open 24 hours in {CITY}, but you changed it to dentist open 24/7 in {CITY}.

Please review the entire project and make sure that everything is included properly. We are planning to do many of these and if it takes this amount of back-and-forth we will not continue. We spent a lot of time writing out these instructions, please read them and follow them properly.
David @ WL Marketing (2013-01-21 15:10:13) - (Subject: Re: New message posted for order 795770)

Hi Bob,

Thanks for the feedback! We are sorry for the inconvenience. We'll have the article fully updated and sent over for review as soon as possible. We should have a new draft ready within 24 hours.

In the meantime, please don't hesitate to reach out with any additional questions, concerns, or feedback!:)

Best Regards,
WL Marketing
  

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You reach out to a sales lead and they immediately tell you that they're already with another SEO company. What would you say to them?  

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A doctor, who is your client, has been with us for around a year and currently spends $1000/month. Unfortunately, his website rankings seem to have gone down due to new Google algorithm changes. We want to help him find various other marketing channels, as well as help him diversify his risk. He would like to see results right away. Please help create a marketing strategy from these various pieces that will be good for him and valuable for us: Indian Labor at $8/hr, Freelance sources such as elance, craigslist, fiverr, any web tools, medium quality content writers inhouse ($15/hr), inhouse video creation options ($8/hr to mashup videos), and existing products on wlmarketing.com. He is located in Beverly Hills, CA and would like to get exposed to his clients and would prefer to see results as quickly as possible. The idea should maximize the value for the client as well as for our profitability.  

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How many hours per day would you be available? Which hours would be ideal for you (in EST)? How many days per week? Are you
available consistently on weekends (meaning: are you able to cover a shift on Saturday or Sunday each week)? Please list as much information as possible about your availability for the position. Are you comfortable traveling to tradeshows?  

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Please indicate your desired compensation per month based on a full time work schedule, 6 days/week.  

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Please provide contact information (include name/email/phone/IM) and your employment history (and why you left the last place of employment, if applicable). Also, please include how you heard about this opportunity.  

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