Who You Are

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You are a mission-driven, customer-centric individual with an eye for detail and emphasize accuracy in everything you do. You love working closely with others and ensuring everyone is on the same page to drive success. You are a highly organized individual who thrives in a deadline oriented role, who is eager to leverage your product and industry  knowledge in a results-driven, entrepreneurial environment. You strive to build customer relationships by understanding their needs and what is vital to their business. You exercise critical thinking to devise creative solutions to any problems that arise. You have the willingness to tackle and dive right in to affect change.

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As a Customer Onboarding Specialist, you will function as an extension of your customers’ administrative teams to ensure they have the correct information and meet the necessary deadlines. You will effectively conduct product calls to educate customers on the offerings and walk them through their Justworks account, assist with employee webinars, as needed, and  run reports to identify companies in jeopardy of missing a deadline. You will work closely with the Onboarding Associates and Onboarding Managers to ensure all necessary communications are provided in order for a group to meet their Justworks deadlines, and in some cases, adjust deadlines to meet customers’ changing needs. This role requires a general understanding of HR processes and project management skills to ensure a seamless onboarding experience for customers.

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This role is fast-paced, deadline-driven, and customer service-focused.

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Your Success Profile

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What You Will Work On

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• Understand your customers’ needs and what is important to their business
• Provide white-glove-level service to customers as you expertly guide them through the Justworks platform and educate them on product offerings.
• Work closely with internal teams and external partners to deliver an exception onboarding experience for each customer.
• Clearly communicate deadlines and work to solve any barriers to meeting these deadlines
• Run reports to ensure deadlines are met and assist with tracking status of onboarding
• Conduct employee webinars as needed
• Efficiently address and resolve customer questions
• Problem solve and support customers through Zoom calls, emails, and phone
• Creatively solve problems and navigate through roadblocks that come up due to unique customer needs
• Continually assess and improve onboarding processes and procedures to enhance efficiency and client satisfaction
• Embody the Justworks brand and be an advocate for customers
• We are constantly looking for new and innovative approaches to streamline processes and manage customer experience. By joining the team now, you will have an impact on the way in which customer onboarding grows and evolves

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• Performs other related duties as assigned with an emphasis on-

+ Customer Focus - Build strong customer relationships and delivery customer-centric solutions

+ Plans and Aligns - Breaks down objectives into appropriate initiatives and actions; stages activities with relevant milestones and schedules

+ Collaborates - Building partnerships and working together with others to meet shared objectives

+ Curious - The innate desire to learn, grow and understand

+ Resourcefulness - Taking a can-do approach, even in the face of obstacles and constraints, by assessing what’s in front of you and effectively and efficiently optimizing what you have, whether it's working on something new or thinking about how to do something better.

+ Adaptability - the ability to adjust your approach or actions in response to changes in your external environment

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How You Will Do Your Work

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As a Customer Onboarding Specialist, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:

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• Detail-oriented - Exercises extreme attention to detail; is thorough, accurate, organized, and productive and seeks to understand both the cause and effect of a situation.
• Good judgment - The exercise of critical thinking, analyzing and assessing problems and implications, identifying patterns, making connections of underlying issues, understanding risks and developing mitigation strategies, and taking ownership of the outcome.
• Foundational sales knowledge: The specific set of sales skills (prospecting, cold calling, nurturing, engaging, presenting, negotiating, closing etc) and knowledge (product, markets, trends, business etc) a salesperson possesses to enact the exchange of value between a buyer and the vendor.
• Results-driven: Consistently achieves results, even under difficult circumstances.
• Clear communication: The ability to articulate thoughts and express ideas effectively using oral, written, visual and non-verbal communication skills, as well as listening skills to gain understanding.

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In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

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• Camaraderie - Day to day, you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

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Qualifications

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• Minimum of 2-3 years of professional experience in customer service
• Excellent organizational, written and verbal communication skills
• Strong attention to detail with ability to manage competing priorities and multitask
• Ability to work as part of a team and be resourceful and adaptable
• Committed to delivering service excellence in every customer interaction
• Deeply caring about your teammates and customers
• Technically minded and passionate about improving the product you support
• A problem-solver who genuinely enjoys figuring out how and why things work
• Adaptable and able to excel in an environment of rapid change and growth

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The base wage range for this position based in our New York City Office is targeted at $36.30 - $36.30 an hour.

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#LI-Hybrid #LI-KK1

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