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

Grand Valley State University; Oregon; Hybrid; USD 19,000 - 27,000; Part time

Job summary

Grand Valley State University is seeking a Centralized Client Onboarding Specialist for the Michigan SBDC. This remote, part-time role (up to 29 hours/week) supports a standardized statewide onboarding process, using Salesforce, Google Workspace, Slack, and AI tools to guide clients to appropriate consultants.

Employment is for a 1-year term with renewal contingent on funding. You will handle intake, scheduling, and data entry while prioritizing a high-quality client experience.

Qualifications

• Excellent verbal and written communication with a professional first impression.
• Experience in direct customer services, especially high-volume scheduling.
• Ability to follow SOPs and standardized scripts for consistency.
• Comfort navigating multiple digital tools and CRMs in daily work.
• Strong triage mindset to distinguish administrative tasks from consulting.

Responsibilities

• Intake execution as the first point of contact for clients.
• Welcome meetings to explain services and verify eligibility for no-cost consulting.
• Inbound call routing to the correct consultant and escalation when needed.
• Conduct onboarding activities to set up a productive initial meeting.
• Record data in Salesforce and use AI tools for high-fidelity data extraction.
• Manage calendars with Google Workspace and Calendly to avoid double bookings.

Skills

Communication

Customer success

Process orientation

Technical dexterity

Systemic thinking

Tools

Google Workspace

Calendly

Slack

Salesforce

Gemini

Job description

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 the 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 .
• For details about the Unit, visit

Salary : Hourly rate $16.50 (maximum 29 hours per week)

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

See TDD Callers: Call Michigan Relay Center at 711 (in State) or (out of State).