Job Responsibilities
Summary: The Onboarding Support Specialist is responsible for optimizing and supporting the onboarding process and tasks to ensure a successful customer experience. Reporting to the Manager of Business Solutions, this role will enhance the customer experience during the onboarding process. This role will also be responsible for various tasks, supporting Business Solution customers with onboarding support.
Essential Responsibilities include the following, other duties and special projects may be assigned.
- Organize, streamline, enhance & optimize the onboarding process for Business Solutions
- Make out-bound calls to customers when needed during the onboarding process
- Develop customer lists for each stage of implementation to share with functional leads and other internal departments
- Collaborate with our sales team regarding the customer base
- Work in collaboration with our IT team and troubleshoot customer issues during the onboarding stages
- Review onboarding tickets for tasks that exceed set SLAs to prioritize necessary steps to close out/complete tasks.
- Minor site testing for onboarding portal
- Conduct monthly and quarterly audits for the Share Program Audit
- Prepare general reports
- Prepare monthly sign-up files to provide our vendor partners
- Collaborate with our Customer Success team on key learnings, processes, updates, and changes
- Ability to forecast and troubleshoot independently with internal/external stakeholders
- Maintain a pulse on analytics that drive & support an optimized customer experience during onboarding
- Host regular calls with key stakeholders on status of customers, key learnings, process changes
- Lead reporting & dashboard assistance within HubSpot for critical operational KPI development
- Determines best practices and develops actionable insights and recommendations
- Other duties & special projects as assigned by Manager of Business Solutions
Supervisory Responsibilities: None
Qualifications
Required Qualifications
- High school diploma or equivalent
- Minimum of 2 years of experience in customer-facing service or support
- Experience to include at least 1 year of HubSpot or related CRM platform
- Must have strong ability to multitask and thrive with multiple moving assignments
Desired Qualifications
- BA/BS in Business or equivalent work experience
- Working in a high-paced environment
- Proficient with Microsoft Suite
- Excellent analytical, communication, and written skills
- Problem solving abilities
For US Candidates
The anticipated base pay range for this position is $19.57 to $26.11
Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan.
Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, group life insurance, voluntary supplemental life insurance, supplemental health benefits (critical illness, hospital, accident), short- and long-term disability, paid family leave (applicable states), 401k, tuition reimbursement, eyewear discounts.
US employees are eligible for the following time off benefits:
- Vacation and/or Sick time
- Holiday pay
- Birthday PTO
Upon request and consistent with applicable laws, ABB Optical will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, (be sure to provide your name and contact information so that we may follow up in a timely manner) or email HR@abboptical.com.
ABB Optical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.
