Onboarding Specialist

Position : Onboarding Specialist

Type : Full-Time Permanent

Location : On-site x5 days a week near Burrard Station

Salary : $45,000-$50,000

As an Onboarding Specialist, your primary responsibility is to deliver outstanding telephone and email support to the users, both inbound and outbound. You will guide clients through the implementation of our HR and H&S management software, providing training and personalized recommendations to ensure they get the most out of the system. Exemplary customer service is central to the role, along with consistently meeting and exceeding Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

Key Responsibilities :

• Deliver exceptional customer service to both new and existing clients.
• Proactively contact new clients to welcome them, provide an overview of the software, and assist with account setup.
• Host webinars to demonstrate features to prospective clients.
• Provide one-on-one training tailored to individual client needs.
• Conduct follow-up calls with inactive users to encourage implementation of the software.
• Address technical queries, offering first-contact resolutions for basic questions and training needs.
• Maintain accurate records by logging all client interactions and queries to the appropriate accounts.
• Actively contribute to team performance targets, emphasizing client satisfaction and feedback.

Skills and Qualifications :

This role requires a proactive approach to customer engagement, a strong commitment to service excellence, and the ability to foster positive client relationships.