Retail Onboarding Coordinator I

Retail Onboarding Coordinator I

Are you a driven problem-solver passionate about helping others in a fast-paced, collaborative environment? This role offers a meaningful career with a rapidly growing financial services company where you can challenge the status quo, exceed expectations, and learn and grow daily.

This position demands quick learning and an unwavering positive attitude, even in challenging situations. You will be expected to adapt quickly to new information and use your resourcefulness to find answers and resolutions for our customers. Maintaining a positive and helpful demeanor while navigating complex issues is essential for success in this role.

Let us introduce ourselves...

We’re a team of driven, conscientious individuals with a clear mission: to make accounting and payroll fast, simple, and affordable for millions of American businesses and their accountants. 

It’s not enough to have a “good job”. It takes connection, culture, encouragement, growth opportunities, challenges, communication, and so much more to create an environment where people and ideas flourish. 

We are Patriot Software; a fully remote company with 175+ employees across the United States and a co-working space in Canton, Ohio. 

Our search for a new team member always starts by seeking a quality individual who desires to live by our core values:

1. Be Customer Obsessed - In everything we do, we start with the customer and work our way backwards. Our primary focus is how we deliver tremendous value for the American businesses we serve.
2. Lead With Speed - We believe in doing things quickly and not being afraid to take big chances. Moving fast and making bold moves is how we stay ahead.
3. Don’t Cut Corners - We don’t skimp on quality. We make sure to own our technologies, development, and operations so that the entire experience is the best it can be.
4. Create a Better Us - We’re always improving by keeping it simple, saying no to things that don’t help our customers, automating what we can, and spending our money wisely.
5. Follow The Golden Rule - We treat others how we would want to be treated, disagree and commit, and welcome feedback from anyone, anywhere in the company.
6. Grow, Be a Leader - We look for leaders at all levels and always put the customer and team above ourselves. We want to build a pro team of high-caliber players, with high accountability and trust across all individuals.

Interested in learning more? Great! Read on to see if your skills are a match, too.  

What You’ll Be Doing: 

Join our team and play a key role in winning new retail customers (American businesses), 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.

Essential Functions:

• Approximately 95% of your time will be spent with customers delivering exceptional customer service experiences through personalized interactions with customers via phone, virtual meetings, live online chat, and email (no robots here!) 
• 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.

Requirements

What You’ll Need: 

• A high school