[Remote] Retail Onboarding Coordinator I

Note: The job is a remote job and is open to candidates in USA. Patriot Software is a rapidly growing financial services company focused on making accounting and payroll simple and affordable. They are seeking a Retail Onboarding Coordinator to guide new retail customers through the onboarding process and enhance their overall experience.

Responsibilities

• Approximately 95% of your time will be spent with customers delivering exceptional customer service experiences through personalized interactions with customers via phone, 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

Skills

• 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, effectively managing tasks without constant supervision
• 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
• Working knowledge of USA-based payroll and payroll tax
• Experience with CRM software is a plus
• Familiarity with payroll or accounting software

Benefits

• Remote first work
• Paid time off and paid holidays
• Medical, dental, and vision insurance
• Section 125 HSA and FSA accounts
• Benefits starting 1st of the month after hire
• Company-paid life, short-term, and long-term disability insurance
• 401(k) with company match
• Up-to-date hardware and equipment provided
• Flexible scheduling and opportunities for advancement
• Engaging and collaborative company culture
• Education reimbursement

Company Overview