Onboarding Specialist

Job Summary

The Onboarding Specialist loves to drive results and promote the highest level of client satisfaction by turning a client into a true partner and developing real, authentic relationships. Client success is top of mind and as such we empower our employees to drive that message home with our clients. You constantly are looking to identify & cultivate business growth opportunities while ensuring a high level of continuous client satisfaction. Your clients must be real relationships you value, and you would do anything to maintain a high level of trust with them.

Responsibilities:

• Become the client’s trusted consultant by recommending best-practices for their products through recommended aesthetics, ease of navigation, and overall architecture
• Set up and implementation of Facebook and LinkedIn business accounts for clients. 
• Respond to client communication via email, inbound/outbound calls, and case work in Salesforce.com.  
• Ensure clients are on-boarded effectively and lead clients successfully out of the 60 day trial.
• Implement & Set-up new products: Call Tracking, SMM, Office Mojo, HTTPS, Reputation Monitoring, Portal, WordPress, etc. 
• Knowledge of Domains, DNS Records, Email troubleshooting
• Perform edits through our proprietary website editor (required knowledge of Word, HTML, CSS)
• Continuously monitor client feedback to guarantee a continuously high client satisfaction level 
• Have an extremely high level of ownership and responsibility; represent the client internally 
• Have a thorough understanding of the company's products and services, industry and client needs.
• Engage in real-time troubleshooting with customers to resolve technical issues. 
• Educate current clients about the use of products and additional service opportunities. 
• Maximize opportunities to sell additional or upgraded services to clients as available, while providing a high-quality customer experience
• Ensure a clear understanding of all elements of the strategy and how it supports the client’s business objectives. 
• Other duties as assigned by management 

Requirements:

• 2 Year degree preferred
• A desire to learn Adobe Creative Suite (CS) Applications and Microsoft Office. 
• 3+ years of customer service experience in a fast paced, customer focused, technical call center environment
• Proficiency in HTML coding and web design
• Strong understanding of SEO, SMM, PPC and overall internet marketing
• Advanced understanding of domain records, including (A,MX,TXT,CNAME)
• Familiarity with CRM, preferably Salesforces.com, or similar systems required
• Proficient with Salesforce, Photoshop, Word, Excel, SEO, SMM, PPC, Facebook Ads
• Strong time management skills
• Excellent attention to detail

Physical/Mental Requirements for the Job:

• Prolonged periods of sitting
• May be requested to work overtime and weekends if deemed necessary
• Must be able to lift at least 20 pounds
• Certain management positions might be required to occasional travel

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job- related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.