Onboarding Specialist

Key Responsibilities

• Product/Service Information
  Provide advanced product/service information and respond to complex customer
  questions about the product/service.
• Resolving Customer Issues
  Respond to more advanced issue escalations promptly and appropriately;
  provide managerial approvals as required.
• Customer Relationship Management (CRM) Data
  Schedule follow-up actions and enter relevant information into the CRM system
  after each contact with a customer to create a call plan and to ensure that the
  organization has quality data to enable effective customer retention and
  business development activities.
• Personal Capability Building
  Develop own capabilities by participating in assessment and development
  planning activities as well as formal and informal training and coaching; gain or
  maintain external professional accreditation, where relevant, to improve
  performance and fulfill personal potential. Maintain an understanding of relevant
  technology, external regulation, and industry best practices through ongoing
  education, attending conferences, and reading specialist media.
• Installation Monitoring and Control
  Operate installation systems and devices, and make adjustments as necessary.
  
  

Qualifications

• Customer-Focused Approach
  Works with full competence to orient the organization around delivering to the key needs of customers. T
• Leverages Digital Communications with Customers
  Works with full competence to leverage digital communication (email, text, chat,
  social media) to create positive, defining moments for customers. 
• Masters Service Conversations
  Works with full competence to navigate customer conversations by leveraging
  the four parts of a service conversation: open, learn, reply, and close. 
• Navigates Customer Challenges
  Works with full competence to navigate conversations in which the customer is
  frustrated or unhappy with the organization. 
• Strengthens Customer Connections
  Works with full competence to connect with customers to strengthen the
  relationship, meeting personal needs through positive customer experiences.
• Builds Customer Loyalty
  Works with full competence to make every customer interaction positive by
  leaving the customer feeling understood, appreciated, and confident in the
  organization's ability. 
• In-Depth Questioning
  Works with full competence to probe and explore complex subjects thoroughly,
  extracting comprehensive information through insightful questioning to enhance
  understanding and decision-making processes. 
• Service Into Sales
  Works at an intermediate level to recognize sales opportunities during service
  interactions to enhance overall customer service. 
• Builds Rapport
  Works with full competence to quickly and effectively establish trust within the buying centers in the client's organization.
• Manages Buyer Indifference
  Works at an intermediate level to acknowledge a client's indifference before
  continuing the sales call and asks questions to understand the circumstances
  surrounding the indifference.
• Customer Feedback Tracking
  Works with full competence to establish and maintain a systematic process for
  collecting, analyzing, and responding to customer feedback within the call center
  environment. 
• Adaptive Mindset
  Works with full competence to shift into and out of a mental mindset associated
  with assessing the facts and circumstances of the current situation and/or
  environment, and making the appropriate/innovative adjustments to thinking and
  work habits to thrive in any scenario. 
• Customer Due Diligence Principles
  Works with full competence to conduct comprehensive assessments of potential
  and existing customer profiles to comply with legal and regulatory requirements.
• Customer Service Delivery
  Works with full competence to deliver required services to customers to the
  required standards. Typically works without supervision and may provide
  technical guidance.
• Customer Technical Support
  Works with full competence to identify, diagnose and resolve technical problems
  for customers in line with prescribed solution options. Typically works without
  supervision and may provide technical guidance.
• Digital Literacy
  Works at an intermediate level to understand, evaluate, use, and engage with
  digital technology and information, as well as create and share digital content,
  while being aware of essentials like safety, privacy and ethical considerations.
• Expands the Service
  Works at an intermediate level to grow the value of the account through crosssell
  and up-sell opportunities. 
• Issue Management Techniques
  Works with full competence to resolve identified issues promptly and sustainably
  by utilizing the organization's issue management systems, solving problems.
  
  

Behavioral Competencies

Ensures Accountability

Manages Complexity

Communicates Effectively

Balances Stakeholders

Collaborates Effectively