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Customer Onboarding Experience Specialist

2 months ago

Toronto, Ontario, Canada AutoTrader Full time

We are seeking a highly skilled Customer Onboarding Experience Specialist to join our team at AutoTrader. This is an exciting opportunity for a customer-focused professional to take ownership of the onboarding process, ensuring a seamless experience for our clients.

Job Summary:

The ideal candidate will have a minimum of 2-3 years of customer support experience and a proven track record of achieving/exceeding targets and KPIs. In this role, you will be responsible for conducting Welcome Calls to discuss client products, providing key features and benefits, and arranging training sessions as needed.

You will work closely with cross-functional teams to ensure collaboration and customer experience is gathered and shared. Additionally, you will analyze client accounts in Salesforce to familiarize yourself with their product suite and prepare for Welcome Calls.

This is a fantastic opportunity to develop your product knowledge specific to customer needs and optimize the onboarding process for maximum customer satisfaction.

About the Role:

As a Customer Onboarding Experience Specialist, you will:

  • Take ownership of the client experience by conducting Welcome Calls to discuss client products and maximize customer knowledge of product offerings
  • Promote the value-added aspects of products and services, providing strong customer service, product knowledge, and building trust
  • Analyze and identify gaps to maximize client business
  • Contribute information by monitoring reactions from clients, recommending new solutions and services to the Sales team
  • Review client accounts in Salesforce to ensure preparation prior to Welcome Calls
  • Maintain customer records to ensure proper account administration
  • Prepare status reports, including onboarding activity, KPIs, and adherence to goals and targets

What We Offer:

At AutoTrader, we understand the importance of work-life balance. That's why we offer a range of benefits, including discounts to nation-wide gyms, onsite gyms, an Employee and Family Assistance Program, and a virtual wellness program.

In addition, we provide a competitive salary, with annual bonuses, and 3% CPP matching. If you're passionate about delivering exceptional customer experiences, we want to hear from you