Onboarding Specialist

Role Overview

• Guide new customers through the enrollment process, providing assistance and answering their questions.
• Collect and verify customer information, ensuring accuracy and completeness of enrollment forms and contracts.
• Collaborate with the sales team to ensure a seamless transition from the sales process to onboarding.
• Maintain an organized and up-to-date database of customer information, enrollment documents, and contracts.
• Ensure compliance with data protection regulations and confidentiality policies.
• Generate reports and metrics related to customer enrollment and onboarding activities.
• Serve as the primary point of contact for customer inquiries regarding the enrollment process, pricing, and product information.
• Collaborate with cross-functional teams, such as sales, customer success, and technical support, to address customer concerns and resolve issues promptly.
• Provide exceptional customer service, offering guidance and support throughout the enrollment journey.
• Identify areas for process optimization and propose solutions to enhance the efficiency of the enrollment process.
• Work closely with internal teams to streamline workflows, eliminate bottlenecks, and improve overall customer experience.
• Stay updated on industry trends and best practices to continually enhance the enrollment process
• Serves as the liaison to assist in transitioning new customers from the implementation phase to their Account Manager.
• Schedules and completes initial launch, 15-day, and 30-day launch calls with new dealers/groups to ensure all items on the checklist are complete and the customer is ready to be transitioned to the account management phase.
• Sets up alerts and report distributions for new dealers/groups.
• Investigates any potential call volume and/or early connectivity wins and provides dealers/groups with action plans to continue to improve their connectivity.
• Measures, maintains, and continuously improves delivery process to ensure optimal efficiency for an exceptional customer experience.
• Ensures a smooth handoff and transition to the Account Manager within 45 or fewer business days from date of launch.
• Distribute relevant reports and updates to the relevant team members.
• Collaborate with internal teams to enhance overall knowledge and performance.
• Performs other duties as assigned

Requirements

• 2 to 4 years of experience in customer account management, customer training, or launch and enrollment of new customers accounts or a combination of these.
• Experience in the automotive industry and/or SaaS industry strongly preferred.
• Working knowledge on assessing, diagnosing, troubleshooting, and resolving technical customer support issues with the ability to respond to escalated issues at a high level and involve others as appropriate.
• Strong computer skills and the ability to navigate and learn multiple programs and applications throughout the workday
• Functional knowledge of Microsoft Office products, including Outlook, Word, Excel, and PowerPoint.
• Ability to work effectively and manage time and job responsibilities in a remote work environment while leveraging the appropriate tools (i.e. Microsoft Teams, Zoom) to effectively communicate and collaborate with team members and customers.

Benefits

• Provides training to new dealers/groups on CallRevu’s online platform and functionality
• Monitors and provides reporting on recently launched dealers/groups for the first 30-days of their CallRevu experience via company set touch point requirements.