Onboarding Specialist

Responsibilities

• Become the client’s trusted consultant by recommending best-practices for their products through recommended aesthetics, ease of navigation, and overall architecture
• Set up and implementation of Facebook and LinkedIn business accounts for clients
• Respond to client communication via email, inbound/outbound calls, and case work in Salesforce.com
• Ensure clients are on-boarded effectively and lead clients successfully out of the 60 day trial
• Implement & Set-up new products: Call Tracking, SMM, Office Mojo, HTTPS, Reputation Monitoring, Portal, WordPress, etc.
• Knowledge of Domains, DNS Records, Email troubleshooting
• Perform edits through our proprietary website editor (required knowledge of Word, HTML, CSS)
• Continuously monitor client feedback to guarantee a continuously high client satisfaction level
• Have an extremely high level of ownership and responsibility; represent the client internally
• Engage in real-time troubleshooting with customers to resolve technical issues
• Educate current clients about the use of products and additional service opportunities
• Maximize opportunities to sell additional or upgraded services to clients as available, while providing a high-quality customer experience
• Ensure a clear understanding of all elements of the strategy and how it supports the client’s business objectives
• Other duties as assigned by management

Requirements

• 2 Year degree preferred
• A desire to learn Adobe Creative Suite (CS) Applications and Microsoft Office
• 3+ years of customer service experience in a fast paced, customer focused, technical call center environment
• Proficiency in HTML coding and web design
• Strong understanding of SEO, SMM, PPC and overall internet marketing
• Advanced understanding of domain records, including (A,MX,TXT,CNAME)
• Familiarity with CRM, preferably Salesforces.com, or similar systems required
• Proficient with Salesforce, Photoshop, Word, Excel, SEO, SMM, PPC, Facebook Ads
• Strong time management skills
• Excellent attention to detail

Physical/Mental Requirements

• Prolonged periods of sitting
• May be requested to work overtime and weekends if deemed necessary
• Must be able to lift at least 20 pounds
• Certain management positions might be required to occasional travel