Onboarding Specialist (Mandarin & English Speaker)

Management Level

Essential Duties

• Serve as the initial point of contact and set up new clients on notification applications and services in accordance with corporate and departmental policies and procedures.
• Continuously stay current on notification products and services, which may require additional classroom and on-the-job training.
• Provide exceptional customer service by optimizing each client interaction.
• Install new applications through project management and solution design, which may include reviewing site surveys, gathering client requirements, creating application handoff sheets, installing software, and setting up daily routines.
• Contact clients within established timelines to confirm orders and explain the installation and training process, and maintain detailed notes on all client interactions.
• Obtain, verify, and validate client data to ensure successful application setup and supportability.
• Make outbound proactive calls and follow up to confirm orders and explain installation and training processes.
• Gather client requirements, recommend application best practices to meet those needs, and ensure account supportability.
• Develop and follow a communication and follow-up plan if other team members are needed to effectively resolve an issue.
• Establish and follow the project plan, as needed.
• Identify new product, service, and feature opportunities during client conversations (e.g., appointment reminders, patient balance notifications).
• Maintain detailed notes in the customer database.