Onboarding Specialist; Onsite

Position: Onboarding Specialist (Onsite)
About the Role
We're looking for an Onboarding Specialist to join our onboarding team and guide new real estate agent clients through their entire onboarding journey — from first contact through full account setup and go-live. You'll be the client's main point of contact during onboarding: confirming their purchase, scheduling and coordinating their website/design build, walking them through account and app setup, managing MLS paperwork and lead import requests, and keeping every step of the process moving on schedule.

You'll work closely with our lead designer on website builds and coordinate with internal teams (contracts, lead import, support) to resolve issues quickly. This is a great fit for someone who's spent years in a customer service role, is comfortable making outbound calls every day, and thrives on keeping a multi-step process organized from start to finish.

What You'll Do

• Serve as the primary point of contact for new clients from first intake call through onboarding completion
• Confirm client purchase details and account type, and route developer-related setup information when applicable
• Schedule and coordinate website/design calls, and manage the website build process for platforms including Word Press, Wix, Squarespace, and custom HTML
• Walk clients through account and app setup, including initial configuration and account verification steps
• Coordinate lead import requests with the appropriate internal team
• Manage texting/communication setup for client accounts
• Track MLS paperwork status, answer client questions, and loop in the contracts team as needed
• Schedule and conduct follow-up calls to confirm MLS approval and resolve any delays
• Update and maintain client records and onboarding case status in our CRM, including notes, status updates, and follow-up tasks
• Maintain visibility into every client's onboarding stage and report regularly to the Operations Manager on status and delivery metrics (time-to-completion, onboarding volume, client satisfaction)
• Assist clients with platform installation, connection, and functionality questions
• Close out completed onboarding cases and hand off clients to ongoing customer service/training resources
• Use AI tools to speed up tasks like drafting client communications, summarizing feedback, and documentation
• Other duties as requested by management

What You Bring

• 3–5 years of experience in a customer service environment, with significant time spent on outbound and inbound phone communication (required)
• Confident, friendly phone presence — comfortable making multiple outbound calls per day
• Strong project coordination instincts — able to manage multiple clients and multi-step processes simultaneously without losing track of details
• Comfort tracking metrics and reporting on performance against targets (turnaround times, onboarding status, satisfaction scores)
• Strong verbal communication skills; able to explain account, technical, and platform concepts to non-technical clients in plain language
• Comfort learning and working within a CRM to track and update client records
• A detail-oriented, quality-first approach to following multi-step processes and following up with clients
• Ability to work in-office full-time
• Comfort using AI tools (e.g., ChatGPT, Claude, or similar) to support daily work and improve efficiency
• Nice to Have
• Prior experience in a call center, account management, onboarding, or client success role involving daily outbound calling
• Experience with a CRM platform
• Familiarity with MLS/IDX processes, or website platforms like Word Press, Wix, or Squarespace
• Experience tracking KPIs or delivery metrics in a service or project-based environment
• Experience using AI tools for content generation, image editing, or workflow automation

This is a full-time, in-office (remote / hybrid not available) position and pays $24.05 - $27.00 per hour.