Customer Onboarding Specialist

Pye-Barker Fire & Safety - Alpharetta, GA

Full-time - Entry Level

Alpharetta, GA

Merchant Wholesalers, Durable Goods

About the position

The Customer Onboarding Administrator plays a crucial role in ensuring a smooth onboarding process for new customers at a leading fire, life safety, and security company. This position serves as the primary point of contact for customers during their onboarding phase, facilitating communication, providing necessary documentation, and coordinating with internal teams to enhance customer experience and satisfaction.

Responsibilities

• Facilitate the onboarding process for new customers as the primary point of contact.
• Provide necessary documents and answer inquiries during the onboarding phase.
• Set up and update customer portals as required.
• Coordinate with internal teams to ensure a smooth transition for new customers.
• Manage high call and email volumes, providing general training and support.
• Maintain corporate W9 records and assist in the conversion of acquisition portal customers.
• Ensure provision of Certificate of Insurance (COI) documentation to bring delinquent accounts into compliance.
• Resolve portal issues, including password resets for various third-party platforms.
• Analyze complex process errors, identify root causes, and implement effective corrections.
• Maintain communication with new clients to welcome them and guide them through the onboarding process.
• Manage all necessary paperwork and documentation required for client onboarding, including contracts and compliance forms.
• Collaborate closely with branches and department heads to ensure a seamless onboarding process.
• Address issues or concerns raised by customers and branches during onboarding, escalating as needed.
• Maintain accurate records of customer documents and requests during the onboarding process.

Requirements

• High school diploma or equivalent required.
• At least three years of related experience preferred.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office Suite and related software.
• Ability to operate related office equipment, such as computers and copiers.
• Ability to work independently in a fast-paced environment.
• Excellent organizational skills and attention to detail.

Nice-to-haves

• Experience in a fast-paced environment within a rapidly growing company, particularly through acquisitions.
• Proficiency in accounting software programs.

Benefits

• Excellent pay
• Medical, dental, vision insurance
• Company paid life insurance
• Company paid short term disability
• 401K with employer match
• Paid vacation and company holidays
• Company vehicle (if job applicable)