Retail Onboarding Coordinator I

Retail Onboarding Coordinator I

Are you a driven problem-solver passionate about helping others in a fast-paced, collaborative environment? This role offers a meaningful career with a rapidly growing financial services company where you can challenge the status quo, exceed expectations, and learn and grow daily.

This position demands quick learning and an unwavering positive attitude, even in challenging situations. You will be expected to adapt quickly to new information and use your resourcefulness to find answers and resolutions for our customers. Maintaining a positive and helpful demeanor while navigating complex issues is essential for success in this role.

Let us introduce ourselves...

We’re a team of driven, conscientious individuals with a clear mission: to make accounting and payroll fast, simple, and affordable for millions of American businesses and their accountants. 

It’s not enough to have a “good job”. It takes connection, culture, encouragement, growth opportunities, challenges, communication, and so much more to create an environment where people and ideas flourish. 

We are Patriot Software; a fully remote company with 175+ employees across the United States and a co-working space in Canton, Ohio. 

Our search for a new team member always starts by seeking a quality individual who desires to live by our core values:

1. Be Customer Obsessed - In everything we do, we start with the customer and work our way backwards. Our primary focus is how we deliver tremendous value for the American businesses we serve.
2. Lead With Speed - We believe in doing things quickly and not being afraid to take big chances. Moving fast and making bold moves is how we stay ahead.
3. Don’t Cut Corners - We don’t skimp on quality. We make sure to own our technologies, development, and operations so that the entire experience is the best it can be.
4. Create a Better Us - We’re always improving by keeping it simple, saying no to things that don’t help our customers, automating what we can, and spending our money wisely.
5. Follow The Golden Rule - We treat others how we would want to be treated, disagree and commit, and welcome feedback from anyone, anywhere in the company.
6. Grow, Be a Leader - We look for leaders at all levels and always put the customer and team above ourselves. We want to build a pro team of high-caliber players, with high accountability and trust across all individuals.

Interested in learning more? Great! Read on to see if your skills are a match, too.  

What You’ll Be Doing: 

Join our team and play a key role in winning new retail customers (American businesses), guiding them through the onboarding journey, and elevating their customer experience. As a Retail Onboarding Coordinator, you'll collect feedback to enhance the customer experience and help define the scope, requirements, and goals of our onboarding department, shaping its future.

Essential Functions:

• Approximately 95% of your time will be spent with customers delivering exceptional customer service experiences through personalized interactions with customers via phone, virtual meetings, live online chat, and email (no robots here!) 
• Work independently for approximately 80% of the day, while collaborating remotely with team members and attending meetings as needed
• Become an expert in understanding our customers' needs, identifying opportunities to fill product gaps, and generating innovative ideas to expand our market share and enhance the customer experience
• Drive growth in our retail channel by owning the customer onboarding experience, providing onboarding, free setup assistance, and support from retail sign-up to account completion 
• Respond to inquiries, address complaints, and resolve issues, focusing on customer satisfaction and protecting our company's brand
• Conduct outreach to customers to ensure the completion of the onboarding and setup process
• Collaborate with your team to develop resources that promote customer engagement and enhance the overall customer experience
• Handle sensitive customer information securely and follow the company’s data protection protocols
• Maintain strong attention to detail and ensure accurate and timely documentation of customer interactions

Please note this is a sample of what you’ll be doing. This job requires you to be able to adapt to change quickly to deliver an exceptional customer experience. Your duties, responsibilities, and activities may change at any time, with or without notice.

Requirements

What You’ll Need: 

• A high school diploma or equivalent
• 1+ years of experience in a Customer Support or Call Center setting
• Exceptional customer service skills, including strong verbal and written communication
• Self-motivated and able to work independently in a fast-paced environment for approximately 80% of the day, effectively managing tasks without constant supervision
• Proficient with technology, with the ability to quickly learn and adapt to new software and tools
• Efficiently manage multiple tasks simultaneously, including making and answering customer calls, responding to or sending emails, and handling chats. This role requires the ability to perform these tasks in a timely manner while maintaining a professional and efficient workflow 
• Must have the ability to handle sensitive customer information securely and adhere to the company’s data protection protocols
• Strong attention to detail with the ability to accurately document customer interactions in a timely manner
• This role requires sitting or standing for extended periods (8+ hours) while working on a computer
• Consistent, Reliable High-Speed Internet Access
• Dedicated, quiet workspace free from distractions

Nice to Have: 

• Working knowledge of USA-based payroll and payroll tax
• Experience with CRM software is a plus
• Familiarity with payroll or accounting software
• Basic understanding of accounting principles.
• A bachelor's degree in business, communications, accounting, or a related field

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Location & Commitments:

Full-time, Direct Hire and 100% Remote role

This position is open to all candidates who legally reside and are eligible to work in the United States. This position is currently not open to applicants in the following locations: Alaska, California, Hawaii, Washington D.C.

Working hours are established by each team and department based on business needs.  For this role, core working hours are typically between 10am - 7pm EST, Monday through Friday. Due to the nature of our businesses, we have busy seasons and “right-nows” that occasionally require working outside of core hours.

Patriot is an equal opportunity employer. We do not discriminate against any employee or job applicant on the basis of race, color, gender, national origin, age, religion, creed, disability or sex.

Benefits

More Reasons to Love Patriot:

We pride ourselves on our company culture and value our employees’ hard work. Aside from the freedom to introduce new ideas or technologies, here are some of the awesome benefits our full-time employees enjoy:

• Remote first work
• Paid time off and paid holidays
• Medical, dental, and vision insurance 
• Section 125 HSA and FSA accounts
• Benefits starting 1st of the month after hire
• Company-paid life, short-term, and long-term disability insurance
• 401(k) with company match
• Up-to-date hardware and equipment provided
• Flexible scheduling and opportunities for advancement
• Engaging and collaborative company culture
• Education reimbursement 

Are you ready to take the next step in your career?

The salary range for this position is $20.00 - $22.50 per hour.

Note, respecting the privacy of our customers & employees is an essential part of our privacy program. Please do not submit the following Personally Identifiable Information (PII) such as Social Security Number, Date of Birth, W-2's, etc. with your application.

Thank you for your interest in Patriot Software! As part of our commitment to a fair and efficient hiring process, we use AI-powered tools to assist with note-taking, resume screening, and interview insights. These tools help us evaluate candidates consistently while ensuring compliance with EEOC (Equal Employment Opportunity Commission) guidelines and other applicable laws.

Our AI tools do not make final hiring decisions—all decisions are made by our hiring team. We remain committed to equal opportunity hiring, and all applicants are evaluated based on qualifications, skills, and experience.

By submitting your application, you acknowledge and agree to the following:

• AI Usage
• AI may be used to analyze and/or collect data from the applicant's video, including facial expressions, and to consider their fitness for a position.
• AI programs may be used in our interview process (i.e. notetaking, evaluating responses, interview synopsis, etc). 
• On-Camera Video Interviews:
• I understand as a part of Patriot’s hiring process all interviews will be conducted via video with cameras on to maintain compliance and security standards.
• Additionally, as a company, Patriot defaults to cameras-on for all video interactions. 
• Photo Capture for Security Purposes:
• If I am selected to interview, I may be asked to provide or have a photo captured during the process.
• I understand that this photo will only be used to verify that the same candidate is present throughout all stages of the interview process.
• Privacy and Data Use:
• I understand that any photo captured will be used solely for the purpose of candidate verification and will not be shared externally or used for any other purpose.
• Candidate photos will not be stored and will be securely disposed of after the interview process is complete.