Online Onboarding Consultant

AutoTrader.ca; Ontario; On-site; CAD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking an Onboarding Consultant to enhance customer experiences post-sale. In this dynamic role, you will conduct onboarding calls, provide training, and support clients in utilizing their purchased products effectively. Your expertise in customer support and communication will be crucial in optimizing the onboarding process and ensuring client satisfaction. With a focus on building strong relationships and understanding client needs, you will play a pivotal role in how the company is perceived by its customers. Join a supportive environment that values both professional and personal growth, where your contributions will directly impact client success.

Benefits

Gym Discounts

Onsite Gyms

Employee and Family Assistance Program

Virtual Wellness Program

Training Budget

Annual Bonus Structure

3% Pension Matching

Qualifications

• Minimum 2-3 years in customer support with proven results.
• Strong communication skills and ability to engage customers.

Responsibilities

• Conduct onboarding calls and provide product setup support.
• Build strong customer relationships and analyze client needs.

Skills

Customer Support

Communication Skills

Organizational Skills

Sales Process Knowledge

Technical Support

Enthusiastic Presentation

Education

2-3 Years of Customer Support Experience

Automotive Experience

Knowledge of WordPress

Tools

Salesforce

Job description

The Onboarding Consultant will be responsible to ensure a smooth customer experience once handover from the Sales Team has occurred and will be accountable for dealers until they have reached the required level of engagement. Working within Salesforce, the Onboarding Consultant will review client accounts in order to view what products have been purchased and conduct a Welcome Onboarding call to the client, providing key features and benefits of the products purchased, taking the client through the initial product set up and arranging training for the client as required. The Onboarding Representative will be responsible to optimize the onboarding process and experience for clients and will play a vital role in how TRADER is perceived by clients.

What you’ll do

• Take ownership of the client experience by conducting an onboarding call to discuss client products and maximize customer knowledge of product offerings, providing support with the initial product set up and arranging online training sessions on products, processes and policies to clients and provide light technical support when required.
• Promote the value-added aspects of products and services. Provide a strong level of customer service, product knowledge and build a level of trust in order to optimize the onboarding experience for clients.
• Build and maintain strong customer relationships and handle all training related inquiries.
• Focus on achieving and maintaining customer satisfaction. Have some knowledge of TRADER products in order to develop or strengthen client business and practices.
• Analyze and identify gaps in order to maximize client business.
• Contribute information by monitoring reactions from clients, recommending new solutions and services to the Sales team.
• Review client accounts in Salesforce to be familiar with the client product suite to ensure you are prepared prior to the Welcome Call.
• Maintain customer records to ensure proper account administration.
• Prepare a variety of status reports, including onboarding activity, KPIs and adherence to goals and targets.
• Work closely with cross-functional teams, ensuring collaboration and customer experience is gathered and shared.

Education, Experience and Technical Skills:

• Minimum of 2-3 years of customer support experience.
• Proven results and consistency in achieving/exceeding targets and KPIs.
• Knowledge of WordPress.
• Automotive experience.

Must Have Experience:

• Ability to immediately engage customers with an enthusiastic and persuasive presentation style.
• Ability to use internal resources to find solutions for customers.
• Capable of developing relevant product knowledge specific to customer needs.
• Knowledge of the sales process.
• Effective team player with strong communication (verbal & written) and listening skills.
• Strong time and organizational skills with the ability to prioritize and quickly respond to customer requests.
• Charismatic, engaging, customer-centric.

What’s in it for you…

We understand that there is life at work and life outside of work. Here are a few benefits we all benefit from that support us to be our creative best:

• Fitness and wellness - We provide discounts to nation-wide gyms, onsite gyms (when we’re in the office), an Employee and Family Assistance Program, as well as a virtual wellness program.
• Benefits from Day 1 - Gym discounts, local in-office free gyms, Employee and Family Assistance program, weekly virtual wellness events, conferences & training budget, regular internal training programs.
• Financial planning - Let us help you invest in your future with 3% matching towards your pension and multiple forms of income protection.
• Competitive salary - Annual bonus structure, 3% CPP matching.