Job Description
Job Reference:47383CN_1715269906
Job Type: Permanent
Job Industry: Business Services
Contact Name: Charlene Nieves
Job Location: British Columbia
Job Title: Onboarding Specialist
Job Salary: $45,000 - $50,000 Per Annum
Job Start Date:
The Client Onboarding and Engagement Specialist plays a crucial role in ensuring that clients have a smooth and positive experience with HR and H&S management software. Here’s a breakdown of the key responsibilities and requirements for the role:
Responsibilities:
Customer Support:
* Provide inbound and outbound telephone and email support to users.
* Offer assistance to clients with the implementation of the software and address any queries or issues they may have.
* Client Engagement and Training:
* Engage with clients to provide training and recommendations aimed at optimizing their experience with the software.
* Conduct proactive implementation calls to new clients, welcoming them to the service, providing system overviews, and assisting with account setup.
* Conduct webinars to demonstrate to prospective clients.
* Performance Targets:
* Achieve and exceed daily Key Performance Indicators (KPIs) and Service Level Adherence metrics.
* Contribute to team targets, focusing on customer experience and feedback.
* User Outreach:
* Conduct non-utilization calls to inactive users, encouraging them to implement the software into their business operations.
* Training and Troubleshooting:
* Provide one-to-one training to clients based on their individual needs.
* Troubleshoot technical queries and provide first-time resolutions to basic questions and training needs.
* Record-Keeping:
* Maintain accurate records of client interactions, logging all queries against the correct account.
Requirements:
Customer Service Experience:
* Mandatory experience in customer service roles.
Communication Skills:
* Excellent listening skills and the ability to communicate effectively with clients of varying technical abilities.
* Adaptability and Tenacity:
* Ability to work in a fast-paced environment and adapt to change.
* Tenacious nature to take responsibility for own product knowledge.
* Salesforce Experience:
* Experience with Salesforce is an asset.
What You Bring to the Team
Client Relationship Building:
* Ability to build and maintain strong client relationships.
Communication Skills:
* Capable of communicating effectively at different levels throughout the business.
Presentation Skills:
* Confidence in presenting to larger audiences, including group training sessions and webinars.
Organizational Skills:
* Strong organizational skills to manage multiple client engagements effectively.
Outgoing Personality:
* Outgoing personality traits that facilitate positive interactions with clients.
The Client Onboarding and Engagement Specialist plays a pivotal role in ensuring client satisfaction and successful utilization of software solutions.
47383CN
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