Onboarding Specialist

Summary

Join Mindbody, a leading fitness and wellness technology company, as an Onboarding Specialist! You will provide software training and onboarding support to customers, coaching them through the initial implementation of Mindbody software. This role involves managing customer accounts, identifying their needs, and recommending additional services. You will build strong customer relationships, troubleshoot issues, and schedule follow-up training sessions. The position requires remote work from 12 pm to 9 pm Brasilia time, Monday to Friday, with a one-hour lunch break. Successful candidates will possess strong customer service, training, and time management skills.

Requirements

• Possess a Bachelor’s degree or High School diploma and equivalent experience
• Be fluent in English reading, writing, and verbal communication
• Have customer service experience
• Work remotely from Monday to Friday, 12 pm to 9 pm Brasilia time, with a 1-hour lunch break
• Regularly utilize a computer, including the use of a monitor, mouse, and keyboard

Responsibilities

• Manage accounts for assigned customers to provide training and onboarding support consistent with department expectations and procedures
• Work with customers to identify, correct, and advise on how to align business objectives within the Mindbody software
• Identify customer needs and recommend and/or coordinate additional value-add services and products
• Proactively follow up with assigned accounts as needed to accommodate the customer needs and promote engagement
• Build trust and confidence with the customer using first-hand knowledge of products, services, and processes
• Use product and onboarding specific logic to solve problems with effective solutions
• Set appropriate objectives and workload for the customer, lay out work in a well-planned and organized manner and maintain two-way dialogue with customer on work and results
• Schedule additional training sessions for customers after each completed training session as needed
• Continue ongoing training to increase training skill sets, Mindbody software technical knowledge, company knowledge and industry knowledge
• Perform all other duties as assigned

Preferred Qualifications

• Have training or teaching experience
• Have experience working with salon/spa businesses
• Possess strong time management skills with the ability to use time effectively and efficiently
• Possess the ability to read, analyze and solve customer questions
• Possess the ability to clearly write procedures in response to customer questions
• Possess the ability to effectively present information (verbal and written) and respond to customer questions in one-on-one and group settings
• Practice attentive and active listening
• Be knowledgeable in current industry practices, trends, technology, and other information affecting clients’ businesses
• Possess knowledge of database and internet-based software
• Possess knowledge of Microsoft Outlook, Excel, and Word
• Be familiar with internet browsers and settings
• Be familiar and skilled with online chat tools, and email