Our Onboarding Agents are responsible for understanding client needs and configuring ZipFlow to meet those needs. Duties begin with an in-depth consultative needs analysis, used to define organization processes and configuration optimizing client time, efficiencies, processes, and reporting. The Agent will ensure accurate conversion of paper processes from our clients’ current flows. Once the processes are successfully converted, the Agent will provide first level support to our clients until their transition to our Client Services team. ZipFlow is committed to providing our clients with a high level of service; this position is responsible for maintaining this commitment with our customers.
Reports To: Implementation Leadership
Responsibilities
- 100% responsibility for a seamless onboarding experience for clients
- Provide industry-leading customer service
- Conduct an introduction call to understand client priorities, and craft a suggested timeline for the implementation of all converted processes
- Ongoing client consultation including video chat, calls, and emails to answer product questions, test new processes, confirm company-related information, and identify subject matter experts who will assist with higher complexity projects
- Perform quality assurance checks to ensure all setup work has been completed accurately
- Lead client meetings
- Ability to seamlessly maneuver multiple screens/tabs, while accessing databases and accurately entering information
- All other duties as assigned
Requirements
- High school diploma
- Computer skills, ability to effortlessly maneuver multiple screens/tabs and databases
- Familiarity with web-based applications
- Project management training and/or experience
- Willingness to perform a wide variety of tasks and projects under supervision
- High customer service orientation with the ability to develop strong internal relationships
- Customer/Client interfacing/service
Preferred
- Bachelor’s degree or an equivalent combination of education and experience preferred
- Customer onboarding experience
Soft Skills
- Ability to work in a fast-paced environment
- Ability to effectively solve problems by finding and using key resources
- Excellent written and verbal communication skills
- Strong organizational and presentation abilities
- Solid time management and organizational skills
- Strong analytical skills, attention to detail, dependability, and follow-through
ZipFlow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. ZipFlow is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.
