Onboarding Specialist

Primary Responsibilities

• Initiate a successful customer experience by understanding client goals and translating that knowledge into the website setup and launch.
• Able to handle multiple clients in different stages of the onboarding process (average number of clients ranges from 20 – 40 at one time).
• Provide education (or proper resources) to clients on the products/services purchased, website editor, portal, and other applications.
• Demonstrate excellent customer service; consistently going above and beyond to ensure the client has a positive experience and long-lasting relationship.
• Able to stay on task, monitor approaching deadlines, and hold clients accountable for the delivery of specific content, forms, photos, etc.
• Monitor client support tickets and work closely with internal teams to ensure work is done on time and to the client’s specifications.

Requirements/Skills

• Self-starter with the ability to work independently and in a team environment.
• Experience in account management or customer experience verticals.
• Action-oriented and solution-driven.
• Strong customer service skills and demeanor including positive attitude, empathy, confidence, flexibility.
• Able to stay calm under pressure, especially with demanding clients and escalated service issues.
• Exceptional interpersonal, communication, and relationship-building skills with the ability to be assertive, diplomatic, and tactful with a diverse population group.
• Excellent verbal and written communication skills.
• Excellent organizational and time management skills.
• Attention to detail and ability to meet deadlines.
• Ability to creatively approach complex issues.
• Exercise professional judgment in analyzing and resolving client issues.
• Basic understanding of editing template-based websites. (Nice to have but not required)

Pay

We expect the compensation for this role to be $21 / hour and depend on your skills, qualifications, and experience.

Benefits

• Health insurance options such as medical, dental, and vision coverage.
• Flexible spending accounts (FSA) for medical and dependent care.
• Short-term and long-term disability insurance.
• Life and AD&D insurance.
• 401(k) retirement savings plan with a company match.
• Paid time off (PTO), paid holidays.
• Access to Employee Assistance Program (EAP) and well-being coaching services.
• Voluntary benefits such as home, auto and pet insurance, and discounted legal and financial services.