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Customer Onboarding Specialist (Booker) - Mindbody

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Mindbody emerged from the simple idea that small business owners deserve the time to focus on what matters most: their customers. Our software has transformed that vision into the world's leading wellness services marketplace, linking hundreds of thousands of passionate health, wellness and beauty professionals to the millions of clients they serve.
Mindbody is a cloud-based business management software company for the wellness services industry.
We serve about 35 million consumers located in 130 countries & territories.
At Mindbody, work-life balance takes on a new meaning for us. When your life goals & values align with the work you do every day, balance is second nature.
We help inspired business owners seamlessly succeed & individuals all over the globe lead healthier, happier lives with our technology.
Company Overview - https://company.mindbodyonline.com/
Follow our careers page here - https://mindbodyonline.com/careers

JOB FAMILY SUMMARY:
Provides software training and onboarding support to new Mindbody customers. Coaches customers through implementation of their Mindbody software to reach their goals. Recommends and/or helps implement other value-added services available through Mindbody.

JOB SUMMARY:
The Onboarding Specialist position provides software training and onboarding support to Mindbodycustomers. This position coaches customers throughout the initial implementation of their Mindbody software to reach their goals and realize value. This position acts as a liaison between the customer and other Mindbody teams and recommends and/or helps to implement value-add services available through Mindbody.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• High school diploma or equivalent, college degree preferred.
• 1+ years Customer Service experience.
• Training or teaching experience preferred.
• Comfortable being on the phone with customers the majority of the work day.
• Strong time management skills with the ability to use time effectively and efficiently.
• Ability to read, analyze and solve customer questions.
• Ability to clearly write procedures in response to customer questions.
• Ability to effectively present information (verbal and written) and respond to customer questions in one-on-one and group settings.
• Practices attentive and active listening.
• Knowledgeable in current industry practices, trends, technology, and other information affecting clients’ businesses.
• Knowledge of database and internet-based software.
• Knowledge of Microsoft Outlook, Excel, and Word.
• Familiar with internet browsers and settings.
• Familiar and skilled with online chat tools, and email.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Manages accounts for assigned customers to provide training and onboarding support consistent with department expectations and procedures.
• Works with customers to identify, correct, and advise on how to align business objectives within the MINDBODY software.
• Identify customer needs and recommends and/or coordinates additional value add services and products.
• Proactively follows up with assigned accounts as needed to accommodate the customer needs and promote engagement.
• Uses first hand customer knowledge of improvements in products, services, and processes to build trust and respect with the customer.
• Uses product and onboarding specific logic to solve problems with effective solutions.
• Sets appropriate objectives and workload for the customer, lays out work in a well-planned and organized manner and maintains two-way dialogue with customer on work and results.
• Schedules additional training sessions for customers after each completed training session as needed.
• Continue ongoing training to increase training skill sets, MINDBODY software technical knowledge, company knowledge and industry knowledge.
  WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:
  •This role regularly utilizes a computer, including the use of a monitor, mouse and keyboard.
  •The noise level in the work environment is usually moderately quiet.
  SCOPE OF SUPERVISION/AUTHORITY:
  Duties are performed under limited supervision. Often responsible for planning and organizing their own work, which may or may not be directly related to general business operations of the company or its customers. Will receive training and guidance from manager as needed. Individual contributors may be required to regularly exercise discretion and independent judgment with respect to matters of significance depending on the nature of the position. No direct management responsibility.