[Hiring] Retail Onboarding Coordinator I @Patriot Software

Role Description

Join our Retail Onboarding Team and play a key role in winning new retail customers, guiding them through the onboarding journey, and elevating their customer experience. As a Retail Onboarding Coordinator, you'll collect feedback to enhance the customer experience and help define the scope, requirements, and goals of our onboarding department, shaping its future.

• Approximately 95% of your time will be spent with customers delivering exceptional customer service experiences through personalized interactions via phone, live online chat, and email.
• Work independently for approximately 80% of the day, while collaborating remotely with team members and attending meetings as needed.
• Become an expert in understanding our customers' needs, identifying opportunities to fill product gaps, and generating innovative ideas to expand our market share and enhance the customer experience.
• Drive growth in our retail channel by owning the customer onboarding experience, providing onboarding, free setup assistance, and support from retail sign-up to account completion.
• Respond to inquiries, address complaints, and resolve issues, focusing on customer satisfaction and protecting our company's brand.
• Conduct outreach to customers to ensure the completion of the onboarding and setup process.
• Collaborate with your team to develop resources that promote customer engagement and enhance the overall customer experience.
• Handle sensitive customer information securely and follow the company’s data protection protocols.
• Maintain strong attention to detail and ensure accurate and timely documentation of customer interactions.

Please note this is a sample of what you’ll be doing. This job requires you to be able to adapt to change quickly to deliver an exceptional customer experience. Your duties, responsibilities, and activities may change at any time, with or without notice.

Qualifications

• A high school diploma or equivalent.
• 1+ years of experience in a Customer Support or Call Center setting.
• Exceptional customer service skills, including strong verbal and written communication.
• Self-motivated and able to work independently in a fast-paced environment for approximately 80% of the day.
• Proficient with technology, with the ability to quickly learn and adapt to new software and tools.
• Efficiently manage multiple tasks simultaneously, including making and answering customer calls, responding to or sending emails, and handling chats.
• Must have the ability to handle sensitive customer information securely and adhere to the company’s data protection protocols.
• Strong attention to detail with the ability to accurately document customer interactions in a timely manner.
• This role requires sitting or standing for extended periods (8+ hours) while working on a computer.
• Consistent, Reliable High-Speed Internet Access.
• Dedicated, quiet workspace free from distractions.

Requirements

• Working knowledge of USA-based payroll and payroll tax (nice to have).
• Experience with CRM software is a plus (nice to have).
• Familiarity with payroll or accounting software (nice to have).
• Basic understanding of accounting principles (nice to have).
• A bachelor's degree in business, communications, accounting, or a related field (nice to have).

Benefits

Great products start with great people—which is why we invest in our team so they can do their best work. In addition to a culture that encourages innovation and ownership, our full-time employees enjoy a comprehensive suite of benefits that help our team thrive inside and outside of work.

Company Description

We’re Patriot Software - a remote-first, product-led tech company on a mission to make accounting and payroll fast, simple, and affordable for millions of American businesses.

• 175+ team members across the U.S.
• A collaborative office hub in Canton, Ohio.