Onboarding Specialist

Internet Brands • Chicago, IL

10d • Onsite

About The Position

The Onboarding Specialist is responsible for guiding new clients in launching their website and services. Onboarding Specialists serve as our client’s primary point of contact throughout the development and launch of their website. In this role, you will be responsible for making a strong first impression on our clients during the first weeks and months and exercising an expert-level of product knowledge to ensure our clients are able to realize the full benefits of their website package.

Requirements

• 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.

Nice To Haves

• Basic understanding of editing template-based websites.

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.
• Ability 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.
• Other duties as assigned by Manager.

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
• Employee Assistance Program (EAP)
• well-being coaching services
• voluntary benefits such as home, auto and pet insurance
• discounted legal and financial services

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed