Centralized Client Onboarding Specialist - MI-SBDC (part-time temp hourly)

Grand Valley State University; Allendale Charter Township (MI); Remote; USD 22,000 - 26,000; Part time

Job summary

Grand Valley State University seeks a Centralized Client Onboarding Specialist (MI-SBDC) to serve as the front door for statewide onboarding. The temporary, remote, part-time role will use standardized scripts, CRM, and AI tools to onboard clients and match them with the right consultant based on region and expertise.

Employment is 1 year, with potential renewal based on funding. The position involves intake, scheduling, and data logging, supported by Salesforce, Google Workspace, Slack,

Qualifications

• Communication: Exceptional verbal and written communication skills, with a strong telephone presence.
• Customer Success Experience: Experience in direct customer services, preferably high-volume scheduling and service.
• Process Orientation: Follow SOPs and standardized scripts to ensure consistency.
• Technical Dexterity: Navigate multiple digital environments and rapidly learn new tools (Google Workspace, Gemini, Calendly) and CRM (Salesforce).
• Systemic Thinking: Distinguish administrative/triage needs from substantive consulting.

Responsibilities

• Call Management & Client Triage: Intake, welcome meetings, inbound routing, complex case escalation, and onboarding with consultants.
• Systems Management & AI Utilization: Record data in Salesforce, use Slack, AI tools for data extraction, and manage calendars (Google Workspace, Calendly).
• Operational Adherence & Data Tracking: Follow SOPs, log onboarding session data, and participate in quality reviews of Salesforce data entry.

Skills

Communication

Customer Success

Process Orientation

Technical Dexterity

Systemic Thinking

Spanish Proficiency

Technical Proficiency

Tools

Salesforce

Google Workspace

Calendly

Slack

Gemini

Job description

Centralized Client Onboarding Specialist - MI-SBDC (part-timetemp hourly)

Grand Rapids, MI (Pew Campus)

Part Time

R105141

As a temporary employee of GVSU, the Centralized Client Onboarding Specialist serves as the critical "front door" for the Michigan SBDC, welcoming and onboarding new clients into our organization. Under the direction of the Centralized Client Intake Manager, this role is responsible for executing a high-performance, standardized statewide onboarding process, keeping the client at the center of what we do. Specialists will use standardized scripts, triage logic, scheduling, CRM, and AI systems to ensure every client is efficiently assessed and matched with the right consultant based on region and expertise.

Employment is expected to be a 1-year term, and employment renewal is contingent upon available funding. Part-time position working a maximum of 29 hours per week.

Primary Duties:

1. Call Management & Client Triage

• Intake Execution: Provide a professional, consistent, and welcoming first point of contact for all clients.
• Welcome Meetings: Prepare for and conduct scheduled phone calls with potential new clients. Introduce Michigan SBDC services, gather accurate information to confirm eligibility for no-cost consulting, and route clients to the appropriate consultant.
• Inbound Call Routing: Manage and triage inbound calls to the primary client-facing phone number.
• Complex Case Escalation: Escalate complex client inquiries or system discrepancies to the Centralized Client Intake Manager for resolution.
• Consultant Success: Conduct all onboarding activities to set the stage for a high-quality initial client-consultant meeting.

2. Systems Management & AI Utilization

• System Compliance: Accurately record client data in Salesforce and use Slack for internal team communication.
• AI Utilization: Use Intake-specific approved AI tools to ensure high-fidelity, consultant-ready data extraction from onboarding sessions.
• Calendar Management: Utilize Google Workspace and Calendly for all onboarding sessions to prevent double-bookings.

3. Operational Adherence & Data Tracking

• Protocol Adherence: Strictly follow all standardized scripts, knowledge bases, and standard operating procedures (SOPs) developed by the Lead Center.
• Session Tracking: Accurately log data and information for each onboarding session for use in consulting and reporting.
• Workflow Participation: Participate as required in quality reviews of Salesforce data entry and onboarding processes.

Required Knowledge, Skills and Abilities

• Communication: Exceptional verbal and written communication skills, with a strong telephone presence.
• Customer Success Experience: Experience in direct customer services, preferably high-volume customer-facing scheduling and service, where maintaining a high standard of professional "first impression" is critical.
• Process Orientation: Proven ability to follow Standard Operating Procedures (SOPs) and standardized scripts to ensure consistency.
• Technical Dexterity: Demonstrated ability to swiftly navigate and adapt to multiple digital environments, including rapid learning and integration of new productivity tools (e.g., Google Workspace, Gemini, Calendly) and CRM platforms (e.g., Salesforce) into daily workflows.
• Systemic Thinking (Triage Mindset): The ability to distinguish between administrative/triage needs, including escalations, and substantive consulting or diagnosis.

Preferred Knowledge, Skills and Abilities

• Technical Proficiency: Proficiency with digital productivity tools in the Michigan SBDC tech stack, including Google Workspace, Calendly, Slack and Salesforce.
• Spanish Proficiency: Conversational and business Spanish is a plus.

Work Location & Schedule

• Employment Status: This is a temporary hourly position employed through GVSU for a 1-year term. Employment renewal is contingent upon available funding.
• Flexible Work Arrangement (FWA): This position is a remote role. Candidates must currently live in Michigan or be willing to relocate prior to the start date. Relocation assistance is not provided.
• Shift Options (Capacity Management): Shifts will be scheduled to ensure 100% coverage during business hours.

About the Department/Division

• For details about Seidman College of Business, visit www.gvsu.edu/seidman
• For details about the Unit, visit https://michigansbdc.org/

Salary

Hourly rate $16.50 (maximum 29 hours per week)

Applicants must be legally authorized to work in the United States and must not require sponsorship now or in the future

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Must have the physical stamina to work long hours and/or more than 5 days per week. Requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The information contained in this job description is for compliance with the Americans with Disabilities Act as amended by the ADA Amendment Act (2008), Section 504 of the Rehabilitation Act of 1973, and other applicable federal and state laws that prohibit discrimination on the basis of disability. GVSU will provide reasonable accommodations to qualified individuals with disabilities upon request. See www.gvsu.edu/equalopportunity/ TDD Callers: Call Michigan Relay Center at 711 (in State) or 1-800-833-7833 (out of State).

Application Deadline:

This posting may be closed at any time at the discretion of the University.

Grand Valley State University is an Antidiscrimination/EqualOpportunity Employer, which includes providing equal opportunity for protected veterans and individuals with disabilities. University policy extends protections to additional identities.