CES - Customer Onboarding Specialist (Remote US)

$50,000 - $70,000/Yr

Bold Group Gmbh - Denver, CO

Full-time - Entry Level

Remote - Denver, CO

Construction of Buildings

About the position

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform that provides vertically-tailored, integrated SaaS solutions to over 690,000 global service-based businesses. Our mission is to help these businesses accelerate growth, streamline operations, and enhance customer retention. With a focus on creating predictable, informed, and convenient experiences, we offer modern digital and mobile applications that connect customers with service professionals. Our brands, including EverPro, EverHealth, and EverWell, specialize in the Home, Health, and Wellness service industries, providing end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. GuildQuality, a division of EverCommerce, is seeking a Customer Onboarding Specialist to join our Member Support and Success group. This role is essential in ensuring that our members, who are some of the best homebuilders, remodelers, and contractors in North America, receive exceptional onboarding and support. As an Onboarding Specialist, you will be responsible for learning and maintaining a deep expertise in GuildQuality and its best practices, enabling you to provide ongoing value and support to our customers. You will review and understand new members' business challenges and goals, ensuring they are set up for maximum long-term success through effective onboarding and training. In this role, you will collaborate with interdepartmental resources to onboard new members, integrate their customer contact information for surveying, and work closely with them to incorporate performance-based data analytics into their business operations. You will also be responsible for integrating social media platforms and website widgets, creating long-term plans for account management, and recording detailed activities of all customer interactions. Your ability to analyze, organize, and communicate customer feedback will be crucial in enhancing the overall member experience.

Responsibilities

• Learn and maintain a deep expertise of GuildQuality and best practices to provide ongoing value and support to customers.
• Review and understand new members' business challenges and goals to successfully implement GuildQuality as a solutions-based partner.
• Onboard and train new members to ensure they are set up for maximum long-term success.
• Collaborate with interdepartmental resources to onboard new members.
• Quickly integrate recurring submission of members' customer contact information for surveying.
• Work hand in hand with members to integrate performance-based data analytics into their business operations.
• Integrate social media platforms and website widgets.
• Create a long-term plan for account management upon transferring ownership to Support or Account Management teams.
• Record detailed activities of all customer interactions.
• Analyze, organize, and communicate customer feedback to the Communications Team and VP of Member Experience.

Requirements

• 1+ year experience in customer-facing roles including customer service, marketing, sales, or related field.
• Proficient in G Suite including Google Docs, Sheets, etc.
• Proficiency with SalesForce preferred, but not required.
• Excellent verbal and written communication skills.
• Energetic and results-driven with the ability to think quickly on your feet.
• Comfortable on the phone providing support and feedback to customers.
• Commitment to providing a 'wow' service experience with every interaction.
• Ability to explain technical concepts in an easy-to-understand manner.
• Friendly, kind, attentive, and empathetic to member needs.
• Excellent organizational, analytical, and problem-solving skills.
• Enjoy working in a team environment and collaborating on value-driven solutions.
• Ability to manage competing demands while paying strict attention to detail.

Nice-to-haves

• Experience in the residential real estate or construction industry.
• Familiarity with customer feedback tools and analytics.

Benefits

• Competitive salary (60k base)
• Medical, Dental, Vision, Life insurance
• 401K plan
• Paid vacation, personal time, and holidays
• Monthly company-paid activities (i.e. happy hour, parties, etc.)
• Option to work remotely
• On-target earnings compensation (base + commissions) ranging from $50,000 to $70,000 USD per year.