Since its founding over 7 years ago, LetsTalk, Inc. has emerged as a high growth, profitable leader in the wireless e-retailer category. LetsTalk is uniquely committed to providing the best customer experience in the industry and developing the leading online destination for consumers in the category. Our vision is supported by blue-chip venture partners who are committed to the future growth and success of LetsTalk.
We are currently looking to expand our team with creative marketers who are committed to driving growth and further strengthening and developingthe LetsTalk brand.
LetsTalk.com offers a comprehensive rate and benefits package, including 401K and employee discounts on cell phones and accessories. Please respond with a resume and cover letter, including rate requirements.
Email (attachments are welcomed): jobs@letstalk.com
Call Center Customer Service Representatives
Dallas - Fort Worth Area, TX
We are seeking call center customer service representatives with at least one years of call center experience, preferably in wireless industry. Our customer service representatives will be responsible for handling inbound phone calls and making every effort to provide world class satisfaction and service levels for our customers.
Responsibilities include, but are not limited to:
- Candidate will be responsible for answering inbound customer service calls for an online retailer in a queued call center environment.
- This position does require seniority-based shift scheduling and will require some weekend and holiday work.
- The candidate will be responsible for meeting established center performance and quality standards.
- Attendance and attention to detail are critical to this position.
- Requires at least one year of experience in a major call center environment (any industry), preferably in the wireless industry.
- A High School diploma or GED is also required.
- Professional verbal, written, and email communication skills.
- Ability to learn new processes, and products quickly.
- Ability to negotiate win-win solutions for the customer and the company.
- Ability to manage multiple priorities in a team environment with minimal supervision.
- Ability to work in a fast-paced environment.
Call Center Customer Service Supervisors
Dallas - Fort Worth Area, TX
We are seeking call center customer service supervisors with at least two years of call center supervisory experience, preferably in wireless industry. Our customer service supervisors will be responsible for handling inbound customer escalations and making every effort to provide world class satisfaction & service levels for our customers. Supervisors will also be responsible for monitoring and coaching of staff representatives. This position does require seniority-based shift scheduling and will require some weekend and holiday work.
Responsibilities include, but are not limited to:
- Candidate will be responsible for managing customer escalations for an online retailer in a queued call center environment.
- The candidate will be responsible for meeting established center performance and quality standards.
- Major areas of daily responsibilities include:
- Monitor, coach and develop staff representatives to increase call quality and efficiency
- Review and adjust attendance of staff representatives: arrival / departure time, breaks / lunches
- Work closely with QA to ensure each rep is following procedure and maximizing each call to its fullest potential
- Ability to maintain service levels for abandon rate and call handle time
- Organize and implement an outbound plan for available times
- Resolve internal and external escalations
- Communicate any website or product issues to all other departments and Corporate offices
- Report any and all behavior, attendance, or performance issues to management
- Must be able to work any days or hours the customer service department is open
- Must have at least two years of wireless and leadership experience
- Must be able to communicate well both verbally and written with subordinates, peers, management, customers etc.
- Demonstrated abilities to identify opportunities for business process improvement and to design, implement, and execute such change is required
- Demonstrated leadership ability required
Call Center Sales Representatives
Dallas - Fort Worth Area, TX
We are seeking call center sales representatives with at least two years of retail sales experience, preferably in wireless industry. Commission based sales experience is highly recommended. Our sales representatives will be responsible for handling inbound phone calls and making every effort to maximize and convert each call into an order.
Responsibilities include, but are not limited to:
- Stay current on all products and services offered by LetsTalk.
- Provide timely, accurate, high quality support to LetsTalk.com customers in a Web-enabled call center.
- Meet and or exceed customer expectations, as well as department objectives, for the purpose of enhancing customer relations and increasing company revenue.
- Communicate any suggested improvements that would simplify or improve current processes.
- Cross sell value added products when appropriate.
- Provide back-up support/assistance for Online Customer Service and Outbound Customer Service in times of demand (upon manager request).
- Commission-based sales experience highly recommended.
- Professional verbal, written, and email communication skills.
- Ability to learn new processes, and products quickly.
- Ability to negotiate win-win solutions for the customer and the company.
- Ability to manage multiple priorities in a team environment with minimal supervision.
- Ability to work in a fast-paced environment.
Director of IT
San Francisco, CA
The Director of IT will lead the management, development, and maintenance of the operational infrastructure and internal support for a multi-million-dollar internet retail company. This role will be responsible for establishing and enforcing IT operating policies and procedures and managing the infrastructure to support the growing IT needs of facilities in Texas and California.Qualified candidates will have experience designing, implementing and maintaining an IT network and system that meets the business objectives of the company.
Responsibilities:
- Manage the deployment, monitoring, maintenance, development, upgrade and support of IT systems, including networks, data centers, servers, desktop, operating systems and associated hardware.
- Ensure continued uninterrupted 24/7 operations of website infrastructure.
- Analyze existing operations and make recommendations for the improvement and growth of the technology infrastructure and systems.
- Establish reliable incident response system to meet internal and external SLAs.
- Evaluate and update risk assessments and disaster planning.
- Work with stakeholders to define business and system requirements for new technology implementations.
- Ensure the efficient use of IT operations resources –including personnel and equipment—across the organization.
- Oversee all reports and documentation related to network and systems operations.
- Develop maintenance schedules for network and systems equipment.
- Develop an asset management system for IT hardware, software, and equipment.
- Manage IT staff, including supervision, development, and evaluation. Develop skill set and capability of the IT team.
- Develop business case justifications and cost/benefit analyses for IT spending and initiatives.
- Establish and maintain regular written and in-person communications with the organization’s executives, managers, and end-users regarding pertinent IT activities.
- Develop and implement all functional policies and procedures, including those for network architecture, standards, purchasing, and service provisioning. - Manage IT vendors for hardware, software and services.
- Manage system administration and desktop support services for California and Texas locations.
- Encourage an environment conducive to high quality and high productivity. - Ensure a customer service-oriented IT culture.
Requirements:
- Bachelor degree in MIS, Computer Science, or related field.
- 8 years experience in IT operations.
- 4 years experience managing and directing an IT department.
-Proven experience in IT infrastructure strategic planning and development, project management and policy development.
- Demonstrated success in building and maintaining complex 24/7 e-commerce services.
- Excellent proficiency in internet and e-commerce technology and services.
- Strong leadership skills at both a strategic and a tactical level. Ability to lead and to mentor.
- Experience with systems design and development from business requirements analysis through day-to-day management.
- Demonstrated ability to apply IT in solving business problems.
- Ability to present ideas in user-friendly language.
- Knowledge of business theory, business processes, managing budgeting and office operations.
- Demonstrated sourcing strategy and vendor management skills.
- Excellent written, verbal, and interpersonal communication skills.
- Experience with high-tech or start-up company.
- Expertise in Linux, Apache, MySQL, and PHP administration.
- Expertise with internet protocols, load balancers, storage, network, and security issues.
- Hands-on and willingness to work in the trenches.
LetsTalk.com offers a comprehensive salary and benefits package, including 401K, pre-IPO stock options, and generous employee discounts on cell phones and accessories. Our fun and casual office is located downtown near convenient public transportation.
Executive Producer
San Francisco, CA
The Executive Producer reports to the Chief Marketing Officer plays a key role in leading ecommerce projects for LetsTalk.com and the other storefronts we manage on behalf our strategic partners. You will collaborate closely with merchants, marketers, brand managers, and engineering to develop site feature requirements with the goals of creating a flawless customer experience, constantly improving conversion rates, and identifying opportunities to diversify revenue streams.
RESPONSIBILITIES- Envision, plan and execute new online initiatives, including market research, requirements documents, wireframes, content specifications, defining deliverables, and developing launch/test plans.
- Leverage the design team to develop user interface designs, advertising, and other creative to support the ecommerce storefront and various marketing activities.
- Monitor sales, campaign tracking and web analytics data about the effectiveness of sites, campaigns, landing pages and creative to drive new feature development/improvement.
- Work collaboratively with technical project managers and engineers on the development team to drive site initiatives that require code development or enhancements.
- Serve as an internal expert in the various features, tools, code, and resources that can be used to modify UI, look and feel, pricing, promotion, and placement for various merchandising initiatives.
- Ensure projects are executed as designed and delivered before deadlines.
- Organize and prioritize projects, maintaining production schedules and calendars.
- Identify opportunities for monetizing traffic via site promotions, advertising programs, and CRM initiatives.
We are looking for people who have the following skills, aptitudes, and attitudes:
Project management
- Insatiable attention to detail
- Superior organizational skills
- Strong project management skills
- You must have the ability to drive work to completion in an environment in which multiple priorities are the norm. You must take initiative and have the ability to perform well under pressure, meet deadlines, and manage multiple tasks simultaneously.
- Strong interpersonal, listening, negotiation, facilitation, motivation, and problem-solving skills are required.
- Strong oral and written communication skills are required. You will be required to write, speak, and use images to clearly and persuasively communicate regarding technical and non-technical subjects to both technical and non-technical audiences.
- Strong analytical skills and familiarity with off the shelf web analytics packages as well as major ad servers.
- Good working knowledge of MS Office suite (Word, Excel, and PowerPoint) and project management tools and software is required.
The ideal candidate will also:
- Be web savvy, with experience in web content and design production
- Be e-commerce savvy, with knowledge and understanding of the tools, infrastructure, metrics, and requirements to sell and create good customer experiences online.
- Have knowledge of HTML, CSS, Flash, and Photoshop a plus. However, you need not be a designer.
Financial Analyst
San Francisco, CA
The Sr. Financial Analyst will play a key role in the monthly closing, reporting, and forecasting process. In addition, he or she will work across functional teams with varying degrees of financial expertise providing financial support and analysis. As such, this person must be adept in working and communicating with teams of varying disciplines and managers/executives at all levels. The position reports to the VP of Finance & Accounting.
Job Duties:
- Support the monthly closing process including:
- Analyze significant reserves, maintain reconciliations, and prepare monthly journal entries for changes in reserves.
- Preparation of various analyses including analysis of margin, expenses, and significant reserves.
- Preparation of monthly expense accruals.
- Perform and present ad-hoc business issue analysis on an as-needed basis. This may entail building models and analysis tools.
- Build and maintain management dashboard and key metrics tracking.
- Prepare monthly variance analysis.
- Develop and maintain integrity of complex financial forecasting, budgeting and reporting models primarily in Microsoft Excel.
- Work with marketing and merchandising to develop sales, inventory and margin forecasting tools.
- Assist in the creation of presentation materials and templates.
- Qualified candidates will have a minimum of 3-5 years of accounting and/or FP&A experience with a Bachelors degree in Business Administration, Accounting, or Finance. Retail & ecommerce experience a big plus.
- Advanced Microsoft Excel and Database skills are essential
- A CPA, MBA, or Master's degree in Finance is preferable.
- Experience with SAP and report development within SAP a big plus
- Proven experience budgeting, planning, forecasting, closing and reconciling the general ledger.
- A curiosity for learning and a very strong inclination to proactively seek and analyze information.
- Excellent interpersonal and communication skills with ability to interact with various management levels and across functional teams. Ability to develop rapport and establish confidence with associates working in other locations.
- Strong organization skills with exceptional awareness and attention to detail both in the numbers and report formats.
Operations Manager
Dallas - Fort Worth Area, TX
Our Operations Manager will be responsible for all fulfillment/customer service interface systems and processes at LetsTalk.com, an e-commerce comparison shopping company selling wireless devices and services over the Internet. Based in San Francisco or Dallas, he/she will be the main day-to-day operational contact for marketing, engineering and our key external business partners. This position will also coordinate all systems development for the LetsTalk National Fulfillment and Call Center, located in TX. The position reports to the Chief Operations Officer.Responsible for operational systems for consumer order fulfillment
Business owner for all operating systems used by remote distribution facility and call centers. These include telesales order entry, fulfillment, and customer service systems.
Act as a operations SMA for in-house engineering group responsible for backend systems (internal development and 3rd party software integrations). Support critical e-commerce systems such as:
• Order fulfillment system that enables real time integration with all major U.S. wireless service providers.
• Rule-based fraud prevention and risk management system.
• Credit card payment processing and settlement system.
• All data integration and updates between web-based e-commerce system and SAP accounting system.
Work with operational managers to analyze operational metrics to improve order conversion, fulfillment turnaround and customer satisfaction
Re-engineer work flows, as necessary to hep scale fulfillment capacity.
Assist call center managers with dashboard reviews to improve order conversion, minimize call abandon rate and reduce touchpoints per order.
Help review call monitoring standards and training curriculum to improve call quality and customer satisfaction.
Analyze fulfillment costs based on activities in supply chain.
Work with Marketing and Merchandizing Departments to manage relationships with corporate partners, marketing affiliates and carriers.
Develop and implement new processes for partners as necessary. Ensure that contractual operational service levels are met and customer escalations are responded appropriately.
Guide partners to understand and analyze data on customer behavior, site conversion, and fulfillment metrics.
Manage external vendor relationships
Manage external vendors for mail-in rebates, phone insurance, fraud screening, payment processing.
Responsible for best in class data integration and processing. Coordinate and handle escalations and approve exceptions.
Re-negotiate operating agreements with outsourced vendors, as necessary
Qualifications Required:
Strong communication and analytical experience required (MS ACCESS, Excel).
Working experience in managing external vendors and partners.
Minimum of 7 years of combined experience in Project Management, E-Commerce and operations.
MBA preferred
LetsTalk.com offers a comprehensive salary and benefits package, including 401K, pre-IPO stock options, and employee discounts on cell phones and accessories.
Partner Account Manager
San Francisco, CA
As a Partner Account Manager, you will be responsible for managing the P&L of your accounts as well as the day-to-day management of these partnerships and for ensuring their ongoing success. Your mission is to develop strong relationships and to work in partnership to increase the performance and profitability of our partner stores. You will report to the VP of Account Management and work collaboratively with our Marketing, Merchandising, Production, Development and Operations teams.
SPECIFIC ROLES AND RESPONSIBILITIES:
Account Management:
- Manage the day-to-day relationship and serve as the primary point of contact for our e-commerce partnerships.
- Nurture the partnership to help grow our businesses, increase sales, and perform to maximum capabilities.
- Manage partner expectations and ensure partner satisfaction with our relationship and offerings.
- Handle the resolution of business issues with partners.
- Share best practices across partnerships to leverage synergies.
Merchandising:
- Push for appropriate placement, promotions and merchandising within partner's site and marketing activities.
- Develop "unique" marketing or merchandising opportunities for partners.
- Analyze sales and inventory reports and make appropriate changes to maximize sales; Do ad hoc analyses to identify areas for improvement and growth.
- Determine optimal pricing strategy for site, maximizing returns for partner and Letstalk.
- Perform page, offer, and purchase path optimization within partner sites, conducting ongoing A/B split tests and monitoring site analytics to determine opportunities for improvement.
- Ensure that site, offers, pages, and promotions are accurate, timely, and complete.
Project Management:
- Define requirements for new partner launches, including user interface, "look and feel," product selection, pricing, purchase path, handset provisioning, and fulfillment needs.
- Coordinate with technical project managers to evaluate feasibility of partner requests and to build out new site functionality, when necessary.
- Set realistic timelines and ensure that deadlines and requirements are met or exceeded.
QUALIFICATIONS / REQUIREMENTS:
To be considered for this position, you must demonstrate that you have three or more years of relevant experience in the following areas:
- Either wireless industry or online retailing experience.
- Account management.
- Project management.
- Sales, business development, or partnership marketing.
We will also be looking for candidates who have the following experiences, skills, and attitudes:
- Bachelor’s degree required; MBA a plus.
- 5 – 10 years of business experience.
- Online customer acquisition marketing experience.
- Website analytics and optimization experience.
- Entrepreneurial mindset and spirit.
- Self-motivated with the ability to work independently with little supervision.
- The ability to manage multiple projects simultaneously in a fast-paced, deadline-oriented environment.
- Goal-oriented, results-driven, committed and willing to do whatever it takes to meet your business objectives.
- The ability to overcome obstacles and rally internal and external folks to achieve aggressive goals.
- Excellent written and verbal communication skills.
System Administrator
San Francisco, CA
Our Linux Systems Administrator will have solid knowledge with:• BIND/named
• Apache
• MySQL Systems-Level Administration
• Shell scripting
• Linux systems (especially Mandriva and Ubuntu)
• Samba
• Juniper NetScreen ScreenOS
• SSH
• Postfix
Pluses:
• familiarity with PHP
• Windows desktop/server administration
• Active Directory
• Exchange Server 2007
• Sendmail
• familiarity with Shoretel phone systems
• Amanda Disk Archiver/Bacula Backup Solution
Our ideal candidate will have one year of experience supporting a live web server environment. Able to quickly adapt to changing network structures and a demonstrated ability to function under tight time constraints.
We offer a competitive salary and a comprehensive benefits package. Please respond with a résumé and cover letter, including salary history and requirements.
Web Developer
San Francisco, CA
Our Web Developers, are responsible for the development of web related eCommerce applications including the design, coding, integration and maintenance of web and database applications along with the automation of back end systems.Qualifications / Requirements:
To be considered for this position, you must possess:
• A bachelor's degree or equivalent work experience in a programming-centric field.
• At least one year of experience building database-driven web applications in a production environment.
• A solid understanding of web architectures, technologies, and design.
• The ability to work with a diverse group of co-workers, understand customer needs, and develop solutions to meet those needs.
• Excellent written and verbal communication skills.
• Strong familiarity with most, if not all, of the technologies detailed below.
Desired Experience:
We are particularly looking for candidates with experience and aptitude in the following areas:
• PHP programming.
• SQL database maintenance, via direct queries and via APIs.
• SQL database design. MySQL expertise, in particular.
• HTML, XML, and Javascript and CGI programming experience.
Other highly desirable experience includes:
• Data warehousing experience.
• Unix/Linux system administration experience.
• Web server administration experience.
• Unix shell scripting, Perl scripting, C programming experience.
LetsTalk.com offers a comprehensive salary and benefits package, including 401K, pre-IPO stock options, and generous employee discounts on cell phones and accessories. Our fun and casual office is located downtown near convenient public transportation.
