Who You Are
As a Customer Onboarding Associate, you are interested in a career path working closely with new customers. You are a detail-oriented professional with a passion for ensuring a seamless experience for our newly committed customers. You thrive in a fast-paced environment where accuracy and efficiency are paramount. Your strong communication skills enable you to provide clear and helpful responses to customer inquiries, while your proactive approach allows you to collaborate effectively with internal teams to address any issues that may arise.
You’ll assist new small business customers with their account setup and initial training, and your main priority is to guide customers through their transition to Justworks to ensure their long-term success with Justworks. You are also a team player who takes pride in your ability to handle administrative tasks with precision, supporting senior team members and contributing to the overall success of the onboarding department. Your commitment to excellence and dedication to customer satisfaction make you an invaluable asset to our team.
Your Success Profile
What You Will Work On
- Help manage the overall customer onboarding process for our self-enrollment customers, working closely with small business owners to set them up for success on the platform.
- Accurately verify and confirm the setup of newly committed accounts, ensuring all details are correct and complete.
- Proactively identify and address potential bottlenecks or obstacles that will prevent a customer from completing their onboarding within the desired timeframe.
- Responsively handle inquiries from the self-enrollment customers, providing clear and helpful answers to customer questions.
- Collaborate closely with internal teams, including the onboarding specialists, to proactively address and resolve customer needs or special requests.
- Provide high-quality support to customers through phone and email as needed.
- Undertake administrative tasks for senior team members, performing 'white glove' tasks as assigned within the Justworks platform.
- Embody the Justworks brand and advocate for your customers’ best interests with key stakeholders on other teams
- Performs other related duties as assigned with an emphasis on-
- Customer Focus - Build strong customer relationships and delivery customer-centric solutions
- Plans and Aligns - Breaks down objectives into appropriate initiatives and actions; stages activities with relevant milestones and schedules
- Collaborates - Building partnerships and working together with others to meet shared objectives
- Curious - The innate desire to learn, grow and understand
How You Will Do Your Work
As a Customer Onboarding Associate, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:
- Good judgment - The exercise of critical thinking, analyzing and assessing problems and implications, identifying patterns, making connections of underlying issues, understanding risks and developing mitigation strategies, and taking ownership of the outcome.
- Detail-oriented - Exercises extreme attention to detail; is thorough, accurate, organized, and productive and seeks to understand both the cause and effect of a situation.
- Foundational sales knowledge: The specific set of sales skills (prospecting, cold calling, nurturing, engaging, presenting, negotiating, closing etc) and knowledge (product, markets, trends, business etc) a salesperson possesses to enact the exchange of value between a buyer and the vendor.
- Results-driven: Consistently achieves results, even under difficult circumstances.
- Clear communication: The ability to articulate thoughts and express ideas effectively using oral, written, visual and non-verbal communication skills, as well as listening skills to gain understanding.
In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:
- Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
- Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
- Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
- Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
- Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”
Qualifications
- Minimum of 1 year of professional experience
- Customer support skills and comfort handling challenging situations over the phone - ability to be empathetic, compassionate, responsive and resourceful
- Strong written and verbal communication skills with acute attention to detail
- Aptitude for learning new products and helping to break down complicated topics and explain them in simple terms people can understand
- Ability to work as part of a team and be resourceful and adaptable
- Ability to come up with creative solutions to any problem you face
- Ability to organize and prioritize your workload, with multiple competing deadlines and priorities
The base wage range for this position based in our New York City Office is targeted at $26.00 to $28.60 per hour.
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