Sales Order Specialist

Web Solutions Associate

Description
Digital Solutions Associate

This exciting role supports the flagship digital legal directory products across Thomson Reuters to ensure success and performance. In this role you will partner across account management, the sales organization and other internal business units to fulfill & maintain client digital ad portfolios.

Job Duties:

• Creation and maintenance of digital directory ad placements across FindLaw portfolio
• Fulfillment and maintenance of Call Tracking numbers for clients to measure digital product performance
• Meet expectations for operational goals for fulfillment completion time frames and quality standards
• Ensure all new digital product orders are received and set up correctly for fulfillment teams
• Initiate workflows and assign operations team members for new incoming digital product orders and product updates or refreshes
• Respond to internal and external customer inquiries via phone, email and chat, etc.
• Use analysis and critical thinking along with policies and procedures to identify and resolve customer issues.
• Identify root causes for issues and assess downstream impact to mitigate any recurring issues.
• Ensure each customer contact is handled in a manner consistent with the Thomson Reuters brand and values to maintain customer satisfaction and retention.
• Report accurate time tracking for product fulfillment and maintenance requests
• Filter and escalate inquiries as appropriate.
• Apply active listening skills to diffuse a potentially tense customer interaction.

To be successful in this role, you will need these core competencies:

• Customer Orientation: Considers and meets internal and external clients’ or customers’ needs and expectations during digital product or service development, manufacturing, marketing, delivery, and/or support.
• Partnership: Builds and maintains positive working relationships with internal and external customers.
• Cultural Agility: Ability to successfully work with people of different cultures and backgrounds.
• Problem Solving and Decision Making: Identifies problems, develops and evaluates options, and implements solutions.
• Innovation: Applies original thinking to improve processes.

Key goals for success:

• Production Goal: Support business success through task and ticket execution
• Team Success: Enable team through collaboration to meet overall business goals.
• Customer Service: Incoming call coverage and quality customer experience for inbound & outbound calls

To be considered, you must have these qualifications:

• · Bachelor’s degree or equivalent work experience preferred
• · Experience in customer service or client facing role
• · Prior experience with digital online directories & social media preferred but not required
• · Excellent verbal and written communication
• · Computer and technical skills and ability to learn new systemsess goals.

To be considered, you must have these qualifications:

• Bachelor’s degree or equivalent work experience preferred
• Experience in customer service or client facing role
• Excellent verbal and written communication
• Computer and technical skills and ability to learn new systems

Job Types: Full-time, Contract

Salary: $24.81 per hour

Schedule:

• 8 hour shift

Education:

• Bachelor's (Required)

Experience:

• Customer service: 4 years (Required)
• Digital marketing: 2 years (Preferred)
• Sales: 3 years (Required)
• Call center: 3 years (Required)

Work Location: Remote