Onboarding Specialist - Remote

Overview

The Onboarding Specialist plays a critical role in ensuring a smooth transition from signed quote to fully installed and operational service. This individual will act as a “white-glove” concierge for new customers - guiding them step-by-step through the onboarding process and ensuring an exceptional customer experience.

In Short

• Serve as the primary point of contact for customers immediately after a quote is signed.
• Schedule, coordinate, and confirm installation appointments for VoIP and third-party internet services.
• Conduct remote site assessments over the phone or video to gather all technical and logistical details required for configuration, equipment placement & porting.
• Enter and maintain accurate customer data in CRM and provisioning systems.
• Coordinate with the Finance team to ensure financing approvals and paperwork are processed promptly.
• Provide proactive status updates to customers throughout the onboarding process.
• Monitor installation timelines and follow up to ensure appointments occur as scheduled.
• Perform minor troubleshooting during onboarding and escalate technical issues when necessary.
• Coordinate with Sales, Provisioning, Technical Support, and third-party vendors to resolve onboarding issues quickly.
• Ensure customers feel supported and informed from first contact through full activation.
• Facilitate a smooth transition from onboarding to ongoing customer support.
• Identify opportunities to improve onboarding processes and customer experience.

Requirements

• 2+ years in customer onboarding, account management, customer success, telecom operations, or related experience.
• Strong verbal and written communication skills.
• Excellent organizational and multitasking abilities.
• High attention to detail and follow-through.
• Ability to manage multiple onboarding projects simultaneously.
• Proficiency with CRM systems and Microsoft Office or Google Workspace.

Preferred

• Experience in VoIP, telecom, ISP, or managed services.
• Basic understanding of networking concepts (routers, firewalls, IP addresses, porting).