Remote
Summary
The Onboarding Specialist is responsible for supporting the enrollment and launch processes to ensure a smooth onboarding experience for new customers. Reporting to the Onboarding Manager in the Operations department, this role will work closely with the sales and customer success teams, assisting with customer inquiries, managing documentation, and coordinating onboarding activities.
Key Responsibilities
• 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. This includes ensuring the customer account is moved from activation date to account launch within seven (7) or fewer business days.
• Provides training to new dealers/groups on CallRevu’s online platform and functionality, including, but not limited to, alert utilization, reporting, utilization, distribution, etc.
• Partners with new customers on CallRevu’s software programs and platforms to provide visibility and status by dealer store/group.
• 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.
• Monitors and provides reporting on recently launched dealers/groups for the first 30-days of their CallRevu experience via company set touch point requirements.
• 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
Minimum Qualifications
• 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.
• Ability to align to CallRevu’s Mission, Vision, Values, and goals to support Organizational goals and initiatives
How Our Core Values May Be Expressed In This Role:
· Trust: Build trust with new customers by guiding them through a smooth and organized onboarding process, ensuring that all their needs are addressed promptly and professionally
· Empower: Empower customers by providing them with the necessary training and resources to use the company’s platform and tools effectively, setting them up for long-term success
· Ownership: Take ownership of the onboarding and implementation process, ensuring each customer is transitioned seamlessly to the account management team with all necessary information in place
· Customer Obsession: Focus on delivering an outstanding customer experience during the onboarding process, ensuring that each interaction adds value and meets or exceeds customer expectations
· Collaboration: Collaborate with Sales, Account Management, and other internal departments to ensure that customer onboarding is aligned with overall company goals and customer success objectives
CallRevu is the leading communication intelligence platform built for automotive retail- empowering dealerships to take control of every conversation, from the first ring to the final result. Our unified solution combines a hosted phone system, call monitoring, performance training, and reputation management- fueled by AI powered analytics that turn every customer interaction into actionable intelligence. Founded in a dealership in 2008, CallRevu was created by the industry, for the industry. We deliver the tools dealerships need to drive revenue, improve operations, and deliver exceptional customer experiences.
