The Onboarding Specialist role is one of the most important jobs at MyTime. It’s the first contact a business owner has as a customer of ours. It literally determines how they first experience our product and our company and how they will receive support for it. A successful onboarding will allow our merchant customer to derive a tremendous amount of value from MyTime and will lead to a long and happy relationship with the company as the product delivers on its promise to help attract and retain customers, while managing the business’s operations. However, an onboarding gone wrong means the customer hasn’t configured MyTime to work for their needs and isn’t engaged with the product – an almost certain recipe for churn.
In this role, you will need to be thorough but flexible. You’ll need to understand the product inside and out and be ready to answer any one of dozens of questions the merchant will throw at you. To work in this position, you have to be interested in seeing our users succeed in their own businesses. This role requires a combination of knowledge of new web and mobile apps, solid English communication skills, both oral and written, and service-minded B2B customer onboarding experience.
What you’ll do
- Orient the customer to the MyTime product using both calls and email communication
- Get the customer to engage with the key product features that are associated with customer satisfaction
- Get feedback from customers
- Provide an exceptional service that results in more users with higher feature usage
Qualifications
- Earns trust and lives up to verbal and written agreements.
- Speaks and writes clearly and articulately. Maintains this standard in all forms of written communication, including email.
- Plans, organizes, schedules in an efficient, productive manner. Focuses on key priorities.
- Acts without being told what to do, but brings issues to managers when needed.
- Demonstrates ability to quickly and proficiently understand and absorb new information.
- Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change. Has strong critical thinking skills.
- Does not let important details slip through the cracks.
- Demonstrates tenacity and willingness to go the distance to get something done.
- Lets others speak and seeks to understand their viewpoints.
- Often solicits feedback and reacts calmly to criticism or negative feedback.
Experience
- Bachelor’s degree in business or teaching (preferred)
- 2 years in a customer service or teaching position (required)
Compensation
There is a 90 day probationary period which is paid an hourly rate of $3.50 USD per hour using PayPal. After the probationary period, candidates receive $5 USD per hour and have the potential to earn a 25% quarterly bonus on top of the hourly pay, also paid using PayPal. Well qualified candidates may complete probation before the 90 days are complete.
If you are interested in applying for this position, please submit your resume to samantha@mytime.com and CC shade@mytime.com with the title Onboarding Specialist Applicant - YOUR NAME after you fill out the interview questionnaire.
