Onboarding Support Specialist

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 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 Hub Spot 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

None

• 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 Hub Spot or related CRM platform
• Must have strong ability to multitask and thrive with multiple moving assignments

• 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

The anticipated base salary range for this position is between $19.57- $26.11 Hourly. This represents the good-faith estimate of the compensation range at the time of posting.

Actual pay will be based on job-related factors, which may include:

• Geographic location
• Education and qualifications
• Job-related skills
• Internal equity considerations
• Applicable minimum wage laws

This position may also be eligible for a bonus and/or commission plan, subject to the terms of the applicable plan.

Depending on eligibility and position, employees and/or eligible dependents may participate in Company-sponsored benefit programs, which may include:

• Medical, dental, and vision insurance
• Life and group life insurance
• Voluntary supplemental life insurance
• Supplemental health benefits (critical illness, hospital, accident)
• Short- and long-term disability
• Paid family leave (where applicable by state law)
• 401(k) plan

Eligible U.S. employees receive the following time-off benefits (subject to Company policy and applicable state/local laws):

• Paid vacation and/or sick time
• Paid holidays
• Birthday PTO

(Some states require front-loaded sick leave; others accrue. The Company will comply with all applicable local requirements.)

Upon request and…