Executive Response Specialist provides timely resolutions to customer complaints that have escalated to the highest level within the organization. Coordinates with product/service suppliers and/or contact center staff to research and determine validity of complaints and evaluate options to remedy these complaints. Being an Executive Response Specialist reviews the underlying facts of the complaint, determines an appropriate solution, and delivers the response to the customer. Requires a thorough knowledge of the products/services offered, well developed customer service skills, and clear understanding of the company's policy regarding complaints. Additionally, Executive Response Specialist exercises a large degree individual discretion and judgement. Tracks complaints and makes recommendations to management designed to reduce the number of complaints. May require a bachelor's degree. Typically reports to a supervisor or manager. The Executive Response Specialist gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be an Executive Response Specialist typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)
Position available in Baltimore.
The Opportunity
Response Labs is seeking a Senior Account Executive with digital advertising agency experience to join our team at our Baltimore headquarters.
**This is NOT a sales position. It is an agency client service role--only those with advertising agency experience should apply**
As a Senior Account Executive, you will support the Client Service team, delivering on all client needs outlined in your account’s scopes of work. You will work day-to-day with Production, Strategy and Data, Media, Creative and other cross-functional Team Members to tackle each Client’s unique needs. This position requires excellent account service, client relationship and trust building and the ability to motivate internal and external teams.
Projects you support will include CRM and loyalty marketing campaigns and the creative execution and development programming of email, SMS, push, and digital media assets. You will shepherd all projects through our project management system, work cross functionally with internal resources to ensure projects are set up for success and executed on time, on budget and deliver on the strategy and client expectations.
Our Clients look to and trust us to bring solutions at all levels and to be stewards of their CRM and loyalty marketing programs. You must be able to balance multiple large complex projects with quick turn fast paced deliverables with a small, yet nimble team.
The ideal Team Member is curious, self-motivated, and a quick learner, able to produce in a fast-paced, collaborative environment where switching between multiple projects with a keen eye for detail is the norm.
Responsibilities
Requirements
Nice to Haves
Great Benefits
About us
Response Labs is a team of passionate digital marketing professionals specializing in CRM and loyalty marketing. We thrive on creating meaningful connections between brands and customers to Make Every Message Matter™.