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

Grand Valley State University; United States; A distancia; USD 22.000 - 25.000; A tiempo parcial

Descripción de la vacante

Grand Valley State University seeks a part-time Centralized Client Onboarding Specialist to serve as the front door for the Michigan SBDC, welcoming clients and guiding them through a standardized onboarding process. This remote, hourly position is limited to 29 hours per week with a 1-year term, contingent on funding.

You will use Salesforce, Google Workspace, Slack, and Calendly to collect information, route clients to consultants, and ensure data accuracy for reporting.

Formación

• Exceptional verbal and written communication with a strong telephone presence.
• Experience in direct customer services, preferably high-volume scheduling.
• Ability to follow Standard Operating Procedures (SOPs) and standardized scripts to ensure consistency.
• Demonstrated ability to navigate multiple digital environments and rapidly learn productivity tools and CRM platforms.
• Ability to distinguish between administrative/triage needs and substantive consulting.

Responsabilidades

• Call management and client triage intake execution to welcome and route clients.
• Record client data in Salesforce and use Slack for internal communication.
• Schedule onboarding sessions using Google Workspace and Calendly; prevent double bookings.
• Escalate complex inquiries or system discrepancies to the Centralized Client Intake Manager.
• Log onboarding data accurately for consulting and reporting.

Conocimientos

Communication

Customer Success Experience

Process Orientation

Technical Dexterity

Systemic Thinking

Herramientas

Google Workspace

Gemini

Calendly

Salesforce

Descripción del empleo

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

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

Salary

Hourly rate $16.50 (maximum 29 hours per week)

Application Deadline

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

Requirements

Applicants must be legally authorized to work in the United States and must not require sponsorship now or in the future. Must have the physical stamina to work long hours and/or more than 5 days per week. The 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/.

Equal Opportunity Employment

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.

GVSU Community

At Grand Valley State University, we empower learners in their pursuits, professions, and purpose. The university enriches society through excellent teaching, active scholarship, advancement of equity, and public service. The GVSU community is collaborative, inclusive, self-aware, goal- and growth-oriented. We value connection with fellow Lakers, both student and professional colleagues, and strive to challenge our existing state with innovative strategies. We are dedicated to student success, and the well-being of our community as a whole. Read more about our Reach Higher 2025 strategic plan and process.

TDD Callers

Call Michigan Relay Center at 711 (in State) or 1-800-833-7833 (out of State).