Customer Onboarding Specialist

Onboarding Specialist

The Onboarding Specialist will be required to utilize skills from training, education, experience, or certifications to fulfil their daily responsibilities.

Responsibilities:

• Exhibit a passion to deliver superior client services by going above and beyond; doing whatever it takes to ensure each client contact is a positive experience with LexisNexis
• Manage and coordinate new customer onboarding activities and act as the primary contact for all issues and opportunities related to the customer during the onboarding process
• Diagnose and resolve problems utilizing department tools, resources, business judgment and expertise - resulting in increased customer confidence in LexisNexis as their service provider
• Initiate the escalation process for unresolved customer problems
• Create onboarding documents and self-service training materials for customers
• Act as positive role model by demonstrating continuous performance improvement, solid business skills and support of department/company objectives
• Promote excellence through high individual productivity, accuracy, and thoroughness- look for ways to improve and promote quality
• Work effectively in a team environment by balancing team and individual responsibilities; Contribute to building a positive team spirit; proactively look for and act on opportunities to assist the team

Qualifications:

• Bachelor's degree holder or at least completed 2 years in college with no back subjects.
• At least 2 years of BPO experience
• A great attitude and professional disposition with demonstrated oral and written communication skills.
• Strong detail orientation and ability to follow defined processes
• Self-motivated with solid time-management skills to complete required tasks.
• Ability to use Microsoft Office applications (including Word, Excel, PowerPoint, and Outlook).
• Experience with CRM systems a plus.
• Previous experience in a telephonic or customer facing position is preferred.
• Keen problem solving and a commitment to providing resolution to customer issues on the first pass.
• Dedication to meeting the expectations and requirements of customers and ability to gain the trust and respect of the customer.
• Highly motivated to work as a team player and perform as an individual contributor.
• Experience working in a highly complex matrixed corporate environment is preferred.