Customer Onboarding Representative

Iclasspro - Longview, TX

Full-time

Longview, TX

Professional, Scientific, and Technical Services

About the position

The Onboarding Representative will play a crucial role in providing exceptional customer service and ensuring a smooth onboarding experience for new customers. This position requires a strong attention to detail, excellent communication skills, and the ability to quickly learn and navigate our software. The representative will be responsible for forming new and continuing existing relationships with companies in the customer database by maintaining phone and email contact and addressing issues or problems as they arise. A strong understanding of product features and technical specifications is essential to contribute to new methods or strategies that help the sales team reach monthly goals and drive subscription and upgrade growth. In addition to relationship management, the Onboarding Representative will provide customer product demonstrations and education on the features and benefits of each of our products offered. Identifying customer needs and requirements is a key part of the role, as is managing customer records and tracking leads via CRM software. The representative will be expected to be an iClassPro product expert who understands the market and competitive landscape to deliver winning solutions, education, and training for our customers. Other duties may be assigned as necessary to support the onboarding process and enhance customer satisfaction.

Responsibilities

• Form new and continue existing relationships with companies in the customer database by maintaining phone and email contact and addressing issues or problems as they arise.
• Maintain a strong understanding of product features and technical specifications.
• Contribute to new methods or strategies to help the sales team reach monthly goals and drive subscription and upgrade growth.
• Provide customer product demonstrations and education on the features and benefits of each of our products offered.
• Identify customer needs and requirements.
• Manage customer records and track leads via CRM software.
• Be an iClassPro product expert who understands the market and competitive landscape to deliver winning solutions, education, and training for our customers.
• Perform other duties as assigned.

Requirements

• Excellent customer service and interpersonal skills.
• Strong verbal and written communication skills.
• Ability to patiently guide customers through complex processes.
• Detail-oriented with a strong focus on accuracy.
• Ability to quickly learn new software systems and features.
• Strong problem-solving and troubleshooting abilities.
• Ability to work independently and as part of a team.
• Strong computer skills including Microsoft Word, Power Point and Excel.
• High proficiency in computer and Internet usage.
• Strong time management skills.
• High School Diploma or equivalent.
• 2+ years of prior experience in customer support or onboarding.

Nice-to-haves

• Experience with CRM and/or Salesforce preferred.
• Experience with software or technology products is a plus.
• Industry experience in cheer, swim, dance, or gymnastics required.
• Experience with iClassPro software a plus.

Benefits

• Health Insurance including medical, dental, vision, life EO medical paid at 100%
• Generous PTO
• 401K with company match