Centralized Client Onboarding Specialist - MI-SBDC (part-time temp hourly)

Grand Valley State University•Grand Rapids, MI

2d•$17•Remote

About The Position

As a temporary employee of GVSU, the Centralized Client Onboarding Specialist serves as the critical "front door" for the Michigan SBDC, welcoming and onboarding new clients into our organization. Under the direction of the Centralized Client Intake Manager, this role is responsible for executing a high-performance, standardized statewide onboarding process, keeping the client at the center of what we do. Specialists will use standardized scripts, triage logic, scheduling, CRM, and AI systems to ensure every client is efficiently assessed and matched with the right consultant based on region and expertise.

Requirements

Exceptional verbal and written communication skills, with a strong telephone presence.
Experience in direct customer services, preferably high-volume customer-facing scheduling and service, where maintaining a high standard of professional "first impression" is critical.
Proven ability to follow Standard Operating Procedures (SOPs) and standardized scripts to ensure consistency.
Demonstrated ability to swiftly navigate and adapt to multiple digital environments, including the rapid learning and integration of new productivity tools (e.g., Google Workspace, Gemini, Calendly) and CRM platforms (e.g., Salesforce) into daily workflows.
The ability to distinguish between administrative/triage needs, including escalations, and substantive consulting or diagnosis.
Must have the physical stamina to work long hours and/or more than 5 days per week.
Applicants must be legally authorized to work in the United States and must not require sponsorship now or in the future.

Nice To Haves

Proficiency with digital productivity tools in the Michigan SBDC tech stack, including Google Workspace, Calendly, Slack and Salesforce.
Conversational and business Spanish is a plus.

Responsibilities

Provide a professional, consistent, and welcoming first point of contact for all clients.
Prepare for and conduct scheduled phone calls with potential new clients, introduce Michigan SBDC services, gather accurate information to confirm eligibility for no cost consulting, and route clients to the appropriate consultant.
Manage and triage inbound calls to the primary client-facing phone number.
Escalate complex client inquiries or system discrepancies to the Centralized Client Intake Manager for resolution.
Conduct all onboarding activities to set the stage for a high-quality initial client-consultant meeting.
Accurately record client data in Salesforce and use Slack for internal team communication.
Use Intake-specific approved AI tools to ensure high-fidelity, consultant-ready data extraction from onboarding sessions.
Utilize Google Workspace and Calendly for all onboarding sessions to prevent double-bookings.
Strictly follow all standardized scripts, knowledge bases, and standard operating procedures (SOPs) developed by the Lead Center.
Accurately log data and information for each onboarding session for use in consulting and reporting.
Participate as required in quality reviews of Salesforce data entry and onboarding processes.