As a temporary employee of GVSU, the Centralized Client Onboarding Specialist serves as the critical "front door" for the Michigan SBDC, welcoming and onboarding new clients into our organization. Under the direction of the Centralized Client Intake Manager, this role is responsible for executing a high-performance, standardized statewide onboarding process, keeping the client at the center of what we do. Specialists will use standardized scripts, triage logic, scheduling, CRM, and AI systems to ensure every client is efficiently assessed and matched with the right consultant based on region and expertise.
Employment is expected to be a 1-year term, and employment renewal is contingent upon available funding. Part-time position working a maximum of 29 hours per week.
Primary Duties:
1. Call Management & Client Triage
- Intake Execution: Provide a professional, consistent, and welcoming first point of contact for all clients.
- Welcome Meetings: Prepare for and conduct scheduled phone calls with potential new clients. Introduce Michigan SBDC services, gather accurate information to confirm eligibility for no cost consulting, and route clients to the appropriate consultant.
- Inbound Call Routing: Manage and triage inbound calls to the primary client-facing phone number.
- Complex Case Escalation: Escalate complex client inquiries or system discrepancies to the Centralized Client Intake Manager for resolution.
- Consultant Success: Conduct all onboarding activities to set the stage for a high-quality initial client-consultant meeting.
2. Systems Management & AI Utilization
- System Compliance: Accurately record client data in Salesforce and use Slack for internal team communication.
- AI Utilization: Use Intake-specific approved AI tools to ensure high-fidelity, consultant-ready data extraction from onboarding sessions.
- Calendar Management: Utilize Google Workspace and Calendly for all onboarding sessions to prevent double-bookings.
3. Operational Adherence & Data Tracking
- Protocol Adherence: Strictly follow all standardized scripts, knowledge bases, and standard operating procedures (SOPs) developed by the Lead Center.
- Session Tracking: Accurately log data and information for each onboarding session for use in consulting and reporting.
- Workflow Participation: Participate as required in quality reviews of Salesforce data entry and onboarding processes.
Required Knowledge, Skills and Abilities:
- Communication: Exceptional verbal and written communication skills, with a strong telephone presence.
- Customer Success Experience: Experience in direct customer services, preferably high-volume customer-facing scheduling and service, where maintaining a high standard of professional "first impression" is critical.
- Process Orientation: Proven ability to follow Standard Operating Procedures (SOPs) and standardized scripts to ensure consistency.
- Technical Dexterity: Demonstrated ability to swiftly navigate and adapt to multiple digital environments, including the rapid learning and integration of new productivity tools (e.g., Google Workspace, Gemini, Calendly) and CRM platforms (e.g., Salesforce) into daily workflows.
- Systemic Thinking (Triage Mindset): The ability to distinguish between administrative/triage needs, including escalations, and substantive consulting or diagnosis.
Preferred Knowledge, Skills and Abilities:
- Technical Proficiency: Proficiency with digital productivity tools in the Michigan SBDC tech stack, including Google Workspace, Calendly, Slack and Salesforce.
- Spanish Proficiency: Conversational and business Spanish is a plus.
Work Location & Schedule
- Employment Status: This is a temporary hourly position employed through GVSU for a 1-year term. Employment renewal is contingent upon available funding.
- Flexible Work Arrangement (FWA): This position is a remote role. Candidates must currently live in Michigan or be willing to relocate prior to the start date. Relocation assistance is not provided.
- Shift Options (Capacity Management): Shifts will be scheduled to ensure 100% coverage during business hours.
About the Department/Division
Salary: Hourly rate $16.50 (maximum 29 hours per week)
How to Apply: Apply online at GVSU Careers to be considered; applicants must upload the following (in PDF format) to the online application (five documents or five MB maximum):
- Cover letter
- Curriculum vitae
- Unofficial copy of transcript
If selected for an interview, you will be asked to provide the names, phone numbers, and e-mail addresses of three professional references. You will also be required to submit official transcripts prior to the interview. If you have questions or need assistance, call Human Resources at 616-331-2215. Questions about this position may be directed to the Search Committee Chair, Sienna Mavima, mavimasi@gvsu.edu.
Applicants must be legally authorized to work in the United States and must not require sponsorship now or in the future
Application Deadline: This posting may be closed at any time at the discretion of the University.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Must have the physical stamina to work long hours and/or more than 5 days per week. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The information contained in this job description is for compliance with the Americans with Disabilities Act as amended by the ADA Amendment Act (2008), Section 504 of the Rehabilitation Act of 1973, and other applicable federal and state laws that prohibit discrimination on the basis of disability. GVSU will provide reasonable accommodations to qualified individuals with disabilities upon request. See www.gvsu.edu/equalopportunity/. TDD Callers: Call Michigan Relay Center at 711 (in State) or 1-800-833-7833 (out of State).
Grand Valley State University is an Antidiscrimination/Equal Opportunity Employer, which includes providing equal opportunity for protected veterans and individuals with disabilities. University policy extends protections to additional identities.
