[Hiring] Centralized Client Onboarding Specialist @Grand Valley State University

Role 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.

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
  • Provide a professional, consistent, and welcoming first point of contact for all clients.
  • 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.
  • Manage and triage inbound calls to the primary client-facing phone number.
  • Escalate complex client inquiries or system discrepancies to the Centralized Client Intake Manager for resolution.
  • Conduct all onboarding activities to set the stage for a high-quality initial client-consultant meeting.
• Systems Management & AI Utilization
  • Accurately record client data in Salesforce and use Slack for internal team communication.
  • Use Intake-specific approved AI tools to ensure high-fidelity, consultant-ready data extraction from onboarding sessions.
  • Utilize Google Workspace and Calendly for all onboarding sessions to prevent double-bookings.
• Operational Adherence & Data Tracking
  • Strictly follow all standardized scripts, knowledge bases, and standard operating procedures (SOPs) developed by the Lead Center.
  • Accurately log data and information for each onboarding session for use in consulting and reporting.
  • Participate as required in quality reviews of Salesforce data entry and onboarding processes.

Qualifications

• Exceptional verbal and written communication skills, with a strong telephone presence.
• Experience in direct customer services, preferably high-volume customer-facing scheduling and service.
• Proven ability to follow Standard Operating Procedures (SOPs) and standardized scripts.
• Demonstrated ability to swiftly navigate and adapt to multiple digital environments.
• The ability to distinguish between administrative/triage needs and substantive consulting or diagnosis.

Requirements

• Proficiency with digital productivity tools in the Michigan SBDC tech stack, including Google Workspace, Calendly, Slack, and Salesforce.
• Conversational and business Spanish is a plus.

Benefits

• Hourly rate $16.50 (maximum 29 hours per week).
• Flexible work arrangement (remote role).

How to Apply

Apply online at GVSU Careers to be considered; applicants must upload the following (in PDF format) to the online application (five documents or five MB maximum):

• Cover letter
• Curriculum vitae
• Unofficial copy of transcript

If selected for an interview, you will be asked to provide the names, phone numbers, and e-mail addresses of three professional references. You will also be required to submit official transcripts prior to the interview. If you have questions or need assistance, call Human Resources at 616-331-2215. Questions about this position may be directed to the Search Committee Chair, Sienna Mavima, [email protected].

Applicants must be legally authorized to work in the United States and must not require sponsorship now or in the future.

Application Deadline

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