Onboarding Specialist

The Role

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 InformationProvide advanced product/service information and respond to complex customerquestions about the product/service.

Resolving Customer IssuesRespond to more advanced issue escalations promptly and appropriately;provide managerial approvals as required.

Customer Relationship Management (CRM) DataSchedule follow-up actions and enter relevant information into the CRM systemafter each contact with a customer to create a call plan and to ensure that theorganization has quality data to enable effective customer retention andbusiness development activities.

Personal Capability BuildingDevelop own capabilities by participating in assessment and developmentplanning activities as well as formal and informal training and coaching; gain ormaintain external professional accreditation, where relevant, to improveperformance and fulfill personal potential. Maintain an understanding of relevanttechnology, external regulation, and industry best practices through ongoingeducation, attending conferences, and reading specialist media.

Installation Monitoring and ControlOperate installation systems and devices, and make adjustments as necessary.

Qualifications

Customer-Focused ApproachWorks with full competence to orient the organization around delivering to the key needs of customers. T

Leverages Digital Communications with CustomersWorks with full competence to leverage digital communication (email, text, chat,social media) to create positive, defining moments for customers.

Masters Service ConversationsWorks with full competence to navigate customer conversations by leveragingthe four parts of a service conversation: open, learn, reply, and close.

Navigates Customer ChallengesWorks with full competence to navigate conversations in which the customer isfrustrated or unhappy with the organization.

Strengthens Customer ConnectionsWorks with full competence to connect with customers to strengthen therelationship, meeting personal needs through positive customer experiences.

Builds Customer LoyaltyWorks with full competence to make every customer interaction positive byleaving the customer feeling understood, appreciated, and confident in theorganization's ability.

In-Depth QuestioningWorks with full competence to probe and explore complex subjects thoroughly,extracting comprehensive information through insightful questioning to enhanceunderstanding and decision-making processes.

Service Into SalesWorks at an intermediate level to recognize sales opportunities during serviceinteractions to enhance overall customer service.

Builds RapportWorks with full competence to quickly and effectively establish trust within the buying centers in the client's organization.

Manages Buyer IndifferenceWorks at an intermediate level to acknowledge a client's indifference beforecontinuing the sales call and asks questions to understand the circumstancessurrounding the indifference.

Customer Feedback TrackingWorks with full competence to establish and maintain a systematic process forcollecting, analyzing, and responding to customer feedback within the call centerenvironment.

Adaptive MindsetWorks with full competence to shift into and out of a mental mindset associatedwith assessing the facts and circumstances of the current situation and/orenvironment, and making the appropriate/innovative adjustments to thinking andwork habits to thrive in any scenario.

Customer Due Diligence PrinciplesWorks with full competence to conduct comprehensive assessments of potentialand existing customer profiles to comply with legal and regulatory requirements.

Customer Service DeliveryWorks with full competence to deliver required services to customers to therequired standards. Typically works without supervision and may providetechnical guidance.

Customer Technical SupportWorks with full competence to identify, diagnose and resolve technical problemsfor customers in line with prescribed solution options. Typically works withoutsupervision and may provide technical guidance.

Digital LiteracyWorks at an intermediate level to understand, evaluate, use, and engage withdigital technology and information, as well as create and share digital content,while being aware of essentials like safety, privacy and ethical considerations.

Expands the ServiceWorks at an intermediate level to grow the value of the account through crossselland up-sell opportunities.

Issue Management TechniquesWorks with full competence to resolve identified issues promptly and sustainablyby utilizing the organization's issue management systems, solving problems.

Behavioral Competencies

Ensures Accountability

Manages Complexity

Communicates Effectively

Balances Stakeholders

Collaborates Effectively

Additional Information

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.