Customer Onboarding Specialist

Summary

Join FMG, a marketing software company, as a Customer Onboarding Specialist! You will be the face of our brand, leading 1:1 and group training sessions for small business clients on our digital marketing tools. Your focus will be driving product adoption and ensuring client satisfaction. You will manage client communication, train on platform functionality, and build strong relationships. Strong organizational skills and the ability to multitask are essential. This role offers $16.50-$17.50/hour plus bonus opportunities based on performance.

Requirements

• Prior customer service or support experience
• Highly organized
• Excellent communication skills, both written and verbal. Customer Onboarding Specialists must communicate clearly and professionally with all customers
• Strong interpersonal skills. Customer Onboarding Specialists must form positive relationships with each customer throughout their onboarding process
• Strategic thinking. Customer Onboarding Specialists must strive to understand each customer's unique organization in order to lead an amazing onboarding experience

Responsibilities

• Lead exciting 1-to-1 or 1-to-many video conference calls with customers, assisting with the set-up and configuration of their newly acquired marketing tools
• Host periodic ‘checkups’ to ensure client adoption and success with their FMG Suite products
• Communicate with/respond to clients in an accurate and timely manner
• Exercise patience and understanding when the subscriber is frustrated or not understanding the setup process
• Ability to set proper expectations with subscribers throughout the setup process
• Work with the Customer Service tools (Salesforce, FMG Suite’s Advisor Admin, Google Suite, Acuity Scheduling) to move a subscriber through the setup process
• Provide feedback to management on the efficacy of the Customer Onboarding Specialist position
• Access to a private & secure workspace, free from distractions
• Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor
• An internet connection with speeds of 5 Megabits down / 3 Megabits up (5mbps/3mbps)

Preferred Qualifications

• Prior Teaching or Customer Service experience preferred
• Experience working with Hubspot and video conferencing software preferred

Benefits

• Generous paid Holiday schedule with a paid Winter Holiday Shutdown week
• Comprehensive paid time off policies including vacation, sick, parental, and bereavement leave
• Robust Insurance Plan including: Medical with $0 co-pay Telehealth plan
• Dental
• Vision
• Health Savings Account (HSA) with generous employer contributions
• Flexible Spending Accounts (FSA)
• Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage
• Company-paid Short & Long Term Disability coverage
• Company-paid Employee Assistance Program (EAP)
• Matching 401(k) with immediate full vesting
• Employee Events Committee that plans fun in-person and virtual events
• On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit
• Internet & Gym Reimbursement!
• Work computer equipment is provided to help you succeed :)