Onboarding Specialist

At PDI Technologies, we empower some of the world's leading convenience retail and petroleum brands with cutting-edge technology solutions that drive growth and operational efficiency. By “Connecting Convenience” across the globe, we empower businesses to increase productivity, make more informed decisions, and engage faster with customers through loyalty programs, shopper insights, and unmatched real-time market intelligence via mobile applications, such as GasBuddy.  We’re a global team committed to excellence, collaboration, and driving real impact. Explore our opportunities and become part of a company that values diversity, integrity, and growth.

**Role Overview:

**Onboarding Specialists help our customers solve issues and train said customers to use our product.

Key Responsibilities

• Product/Service Information
  Provide advanced product/service information and respond to complex customer
  questions about the product/service.
• **Resolving Customer Issues
  **Respond to more advanced issue escalations promptly and appropriately;
  provide managerial approvals as required.
• Customer Relationship Management (CRM) Data
  Schedule follow-up actions and enter relevant information into the CRM system
  after each contact with a customer to create a call plan and to ensure that the
  organization has quality data to enable effective customer retention and
  business development activities.
• Personal Capability Building
  Develop own capabilities by participating in assessment and development
  planning activities as well as formal and informal training and coaching; gain or
  maintain external professional accreditation, where relevant, to improve
  performance and fulfill personal potential. Maintain an understanding of relevant
  technology, external regulation, and industry best practices through ongoing
  education, attending conferences, and reading specialist media.
• Installation Monitoring and Control
  Operate installation systems and devices, and make adjustments as necessary.

Qualifications

• Customer-Focused Approach
  Works with full competence to orient the organization around delivering to the key needs of customers. T
• Leverages Digital Communications with Customers
  Works with full competence to leverage digital communication (email, text, chat,
  social media) to create positive, defining moments for customers. 
• Masters Service Conversations
  Works with full competence to navigate customer conversations by leveraging
  the four parts of a service conversation: open, learn, reply, and close. 
• Navigates Customer Challenges
  Works with full competence to navigate conversations in which the customer is
  frustrated or unhappy with the organization. 
• Strengthens Customer Connections
  Works with full competence to connect with customers to strengthen the
  relationship, meeting personal needs through positive customer experiences.
• Builds Customer Loyalty
  Works with full competence to make every customer interaction positive by
  leaving the customer feeling understood, appreciated, and confident in the
  organization's ability. 
• In-Depth Questioning
  Works with full competence to probe and explore complex subjects thoroughly,
  extracting comprehensive information through insightful questioning to enhance
  understanding and decision-making processes. 
• Service Into Sales
  Works at an intermediate level to recognize sales opportunities during service
  interactions to enhance overall customer service. 
• Builds Rapport
  Works with full competence to quickly and effectively establish trust within the buying centers in the client's organization.
• Manages Buyer Indifference
  Works at an intermediate level to acknowledge a client's indifference before
  continuing the sales call and asks questions to understand the circumstances
  surrounding the indifference.
• Customer Feedback Tracking
  Works with full competence to establish and maintain a systematic process for
  collecting, analyzing, and responding to customer feedback within the call center
  environment. 
• Adaptive Mindset
  Works with full competence to shift into and out of a mental mindset associated
  with assessing the facts and circumstances of the current situation and/or
  environment, and making the appropriate/innovative adjustments to thinking and
  work habits to thrive in any scenario. 

Behavioral Competencies

• Ensures Accountability

• Manages Complexity

• Communicates Effectively

• Balances Stakeholders

• Collaborates Effectively

PDI is committed to offering a well-rounded benefits program, designed to support and care for you, and your family throughout your life and career.  This includes a competitive salary, market-competitive benefits, and a quarterly perks program. We encourage a good work-life balance with ample time off [time away] and, where appropriate, hybrid working arrangements.  Employees have access to continuous learning, professional certifications, and leadership development opportunities. Our global culture fosters diversity, inclusion, and values authenticity, trust, curiosity, and diversity of thought, ensuring a supportive environment for all.