IVR Implementation Specialist I - Onboarding

Summary:

Onboarding Specialist I is a member of the IVR Implementation Team that is responsible for the initial customer experience and information gathering for the overall service delivery of IVR Standalone systems. Onboarding Specialist I is focused on providing a quality customer service experience during onboarding and throughout the implementation project. They help the customer design their system and facilitate the timing of the implementation rollout. They inform the customer of the overall process and serve as a point of contact throughout the project. Additionally, they ensure that all needed information is gathered before the system proceeds to the next phase of implementation.

Responsibilities:

• Review signed contracts and order notes provided by the Sales Team
• Create and update assigned Salesforce records with accurate status and team member assignments 
• Complete a detailed onboarding call with customer to gather information, determine their system needs, and provide an overview of the implementation process 
• Monitor and follow up with customers regarding any outstanding items needed to progress with the system implementation
• Ensure that any changes to the order have been updated prior to the build and shipping of the system
• Assist with PBX programming 
• Coordinate with vendors, which include but are not limited to: internet service providers, pharmacy management systems, IT companies, and phone carriers; for successful configuration of IVR Standalone equipment, services, and integrations
• Serves as the customer’s main point of contact throughout the implementation project
• Timely follow up of outstanding issues with customers, vendors, and internal teams
• Provide effective and clear communication to customers, vendors, and internal teams  
• Maintain accurate data on projects as they progress through implementation
• Prepare and maintain written materials documenting processes and workflow pertaining to customer onboarding 
• Attend in-service training and staff meetings as required
• Engage in new hire training as assigned
• Other duties as assigned

Qualifications:

• Ability to provide excellent customer service and facilitate success
• Ability to work in a collaborative environment
• Ability to resolve conflict with vendors on customers behalf
• Evidence of flexibility and problem-solving skills
• Excellent written and verbal communication skills with the ability to make difficult concepts easy to understand
• Excellent time management and organizational skills
• Ability to multitask and follow through to completion
• Associate of Arts or Associate of Science in Computer Science, Information Technology, or related field; or 1 years equivalent work experience preferred