[Remote] Assistant Yearbook Account Manager

Note: The job is a remote job and is open to candidates in USA. Entourage Yearbooks is a technology-based yearbook publishing company that collaborates with a diverse range of clients. The Assistant Yearbook Account Manager will support senior customer account managers, ensuring exceptional customer experiences while handling inquiries and resolving issues effectively. Responsibilities Directly support a senior customer account managers Create exceptional customer experience by actively listening, addressing the customer's wants and needs, and overcoming objections Work with the CET training team to train and support incoming CET team members Handle customer complaints and problems with the utmost level of professionalism and respectfulness, and escalate if needed Follow all company policies while assessing and tending to customer's needs Attend and actively participate in training sessions and meetings Answer a high volume of incoming troubleshooting calls Solve Tier I Technical Issues Follow up with clients to ensure their needs are being met and deadlines adhered to Communicate effectively with various contacts including advisors, parents, executive management, and internal departments Conduct research and investigate customer orders to provide updates regarding shipping status, refunds, or cancellations Identify errors and notify appropriate management to facilitate corrective action and assist in identifying trends Complete data entry in associated software systems and utilize good documentation practices to create and maintain accurate and complete electronic records Maintain knowledge and proficiency in collaborative applications used in office including Microsoft Office and Google Applications Respond to, document and resolve customer support requests in the ticket queue Interact seamlessly in a cross functional team environment Completion of all required company training and certifications within a timely manner Adhere to policies in the Employee Handbook and maintain a professional, respectful working relationship within the company And other duties as deemed by Supervisor Skills Excellent organizational skills and the ability to adhere to strict deadlines Excellent interpersonal and communication skills, with the ability to comfortably speak with customers and answer their questions on the spot Proficiency in communicating effectively with customers via email Knowledge of Adobe Acrobat, with the ability to quickly learn new software specifically tailored for yearbooks Knowledge of Microsoft Office and Google Docs Ability to multitask in a fast-paced environment A strong eye for detail and refinement Ability to work well with a team, take initiative, and follow directions Comfort with working with different types of software and learning new software Familiarity with both PC and Mac platforms is a plus Company Overview Yearbook publishing company, serving schools and organizations all over the world! Remember Everything. It was founded in 2005, and is headquartered in Princeton, New Jersey, USA, with a workforce of 51-200 employees. Its website is