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Client Onboarding Admin Support

Location: Full Time, Remote

POSITION SUMMARY:

The role of Client Onboarding Admin Support will work alongside the Client Onboarding Specialists, Account Executives, Project Coordinators, and other teams across the organization to ensure a smooth client experience from the sales journey to the customer journey. This role will report directly to the Client Onboarding Lead.

The role of Client Onboarding Admin Support will include an even mix of internal and external (client-facing) activities. The ideal candidate for this role will be early in their professional career, possess a strong interest and passion in working with customers and will be comfortable leading meetings towards a goal. The candidate will be highly organized, adaptable to changing processes and procedures, motivated for professional growth opportunities and comfortable working remotely from their home with limited direct supervision.

*One Firefly is a US based company. Candidates must be comfortable speaking and writing in fluent English. Candidates also must be comfortable working Eastern Standard Time*

What you’ll do:

  • Organize and coordinate client onboarding activities in support of the Client Onboarding Specialist team.
  • Perform audits of current and past clients to enable faster and more efficient sales processes when new Corporate Programs are launched by One Firefly in partnership with industry manufacturers.
  • Perform account setup activities for a variety of One Firefly services to enable faster and more efficient launch of new services, thereby delivering value to new clients and decreasing churn.
  • Manage onboarding for digital marketing services
  • Initiate and manage onboarding processes in our CRM system
  • Maintain accurate and clear project statuses
  • Work closely with clients to keep their projects moving forward, out of onboarding and into production
  • Clearly communicate and document relevant requests, promises, and expectations from the sales and onboarding stages so that production team members are set up to ensure the client has an exceptional experience and transitions between teams are smooth
  • Serve as the go-to agent tasked with fielding communication follow up requests
  • Adhere to Standard Operating Procedures (SOPs) to attempt to contact clients as frequently as daily to fulfill follow up requests
  • Proactively identify potential issues before they materialize into problems, find creative solutions and implement with minimal guidance or direction from management

What You’ll Bring:

  • Associate’s Degree or greater
  • 1-2 years of experience in a client-advocate, customer service or project management role (preferably within a marketing agency)
  • Exceptional organizational skills
  • Proven team player mentality
  • Project management experience a plus
  • CRM software experience a plus
  • Demonstrated ability to manage multiple projects simultaneously, set priorities, utilize resources and meet deadlines
  • Demonstrates winning customer service techniques such as empathy, patience, advocacy and conflict resolution.
  • Possesses great ability to identify potential negative or crisis situations and apply conflict resolution principles to mitigate issues.
  • Exceptional communication skills (listening, speaking, and writing)
  • Proven record of following through on commitments
  • Nice person that brings a great attitude to work every day

What we offer:
As a full time employee you would receive the following benefits:

  • Bonus Opportunities
  • Private Health, Dental, and Vision 100% paid for employee only, dependent coverage is available for an additional cost
  • Paid Holidays and PTO
  • Company provided computer
  • Office Supplies Allowance
  • Professional Development Allowance

Who we are:

One Firefly, LLC is an award-winning marketing agency that caters to residential and commercial custom integration and security markets. One Firefly is headquartered in Coral Springs, Florida with staff located throughout North America and has been operating since 2007.

At One Firefly we value people who are naturally high achievers with a growth mindset. So, even if you don’t 'check all the boxes' on this job description, BUT you are passionate about learning and growing yourself along with helping others around you, we encourage you to apply!

One Firefly embraces diversity and equal opportunity. We are committed to building a team that is diverse with a variety of backgrounds, perspectives and skills. We believe that through collaboration of various viewpoints, we have better ideas, leading to a better place to work with more innovative products and services to offer our clients.

Apply Today