Partner Onboarding & Experience Specialist - Remote

Virtuance LLC•Denver, CO

7h•$43,000 - $48,000•Remote

About The Position

The Partner Onboarding and Experience Specialist (POES) plays a vital role in the Partner Experience Department by managing administrative and onboarding tasks, and ensuring that all partners produce professional images and scans that meet our expectations and provide an excellent customer service experience for agents and homeowners onsite. Responsibilities include overseeing photography partners within an assigned region, offering feedback on images and scans during the partner's lifecycle with Virtuance, setting expectations for the onsite experience, as well as supporting administrative duties for both new and existing partners. The POES ensures smooth onboarding processes and contributes to maintaining strong partnerships within the organization.

Requirements

Photography experience required
2 years of customer service experience is necessary.
Ability to listen attentively to identify the root cause of issues and communicate solutions empathetically to ensure partners feel understood and supported.
Exceptional written and verbal communication skills are essential.
Demonstrated passion for delivering outstanding customer support to partners, and internal staff.
Capacity to handle a range of partner emotions, including frustration, boredom, excitement, and stress, with patience and empathy, even in high-pressure scenarios.
Ability to prioritize assigned daily tasks while providing assistance with daily partner support issues as they arise.
Demonstrate a sense of urgency in resolving issues when necessary.
Display proficiency in prioritizing tasks based on urgency and importance.
Master the skill of allocating time effectively to manage the balance between team tasks and field and time management.
Ability to actively listen to partner needs, concerns, challenges, and successes, and take appropriate action.
Commitment to upholding all of Virtuance’s Core Values consistently.
Proactive identification of issues and dedication to finding effective solutions.
Offering proactive suggestions to enhance efficiencies and operational excellence for partners and the Photography Team.
Resourcefulness in problem-solving.
Demonstration of proactive issue resolution skills and support for the team in achieving similar outcomes.
Recognize opportunities for enhancing efficiency, ease, and streamlining processes.
Implement creative experiments or changes to address identified needs.
Adaptability to recognize areas for improvement and willingness to experiment with creative solutions to optimize processes.
Recognize a photographer's best learning style and get creative when providing feedback to best work with that style.
Proactive approach to task completion.
Expert at time management
Demonstrates initiative in various situations.
Works with a sense of urgency to meet deadlines and address issues promptly.
Values personal connections with partners and seeks to establish them genuinely.
Exhibits flexibility in adapting to changing circumstances.
Pays attention to detail in all tasks and processes.
Possesses a creative mindset and can solve problems from both detailed and big-picture perspectives.
Thinks quickly and effectively on their feet.
Displays a willingness and ability to learn new skills, technologies, and programs rapidly.
Demonstrates fast typing skills for efficient communication.
Conveys empathy effectively in both written and verbal communication.
Proficient with technology and maintains a good level of tech-savviness.
Capable of creating comprehensive documentation to keep the team informed about changes in partner onboarding processes.

Nice To Haves

Recruiting experience preferred but not required
2 years of experience in a lead or management role is preferred

Responsibilities

Manage partners within assigned region throughout the certification process, ensuring thorough training from paperwork initiation to certification completion.
Review practice shoots and test scans, providing clear, concise, and constructive critiques for each product.
Ensure partners adhere to onboarding timelines for assigned clearances.
Follow up with onboarding partners to ensure timely progression meeting SLAs.
Provide assistance and address partner queries during certification courses.
Assess partner readiness for product clearance based on practice shoots.
Support the Partner Experience Manager (PAM) with diverse projects and administrative tasks as they emerge.
Collaborate with fellow members of the photography team to address Partner Experience inquiries and keep the team informed on ongoing projects.
Fulfill any other duties delegated by management as required.
Ensure our awesome company culture extends to the applicants and partners in the field
Ensure applicants and partners feel heard, valued and supported in the field
Follow up on urgent issues with partners in the field
Review and follow up on partner violations and monitor reporting
Provide coaching via phone call or image critique to partners when improvement is needed.
Communicate with partners to help make sure they are consistently following the procedures for successful shoots and can handle themselves professionally and client-centric way onsite.
Partners’ feedback is consistently reviewed, addressed and action is taken if needed.
Report to the Partner Experience Manager any red flags or critical behavior, interactions or communication with photographers that require management attention.
Review the number of partners in the certification process regularly to ensure alignment with the goals of the Partner Experience Department.
Complete periodic reviews with existing partners to ensure our standards are continuously upheld.
Check in with partners within your region periodically to build and retain a positive partnership.
Review clearances within your market and internally recruit partners to take on additional clearances when needed.
Maintain accountability for achieving cleared certification numbers as set forth by departmental objectives.
Review client feedback within your regional and use that information to help partners maintain high client satisfaction.