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.

• Customer Due Diligence Principles

  Works with full competence to conduct comprehensive assessments of potential

  and existing customer profiles to comply with legal and regulatory requirements.

• Customer Service Delivery

  Works with full competence to deliver required services to customers to the

  required standards. Typically works without supervision and may provide

  technical guidance.

• Customer Technical Support

  Works with full competence to identify, diagnose and resolve technical problems

  for customers in line with prescribed solution options. Typically works without

  supervision and may provide technical guidance.

• Digital Literacy

  Works at an intermediate level to understand, evaluate, use, and engage with

  digital technology and information, as well as create and share digital content,

  while being aware of essentials like safety, privacy and ethical considerations.

• Expands the Service

  Works at an intermediate level to grow the value of the account through crosssell

  and up-sell opportunities.

• Issue Management Techniques

  Works with full competence to resolve identified issues promptly and sustainably

  by utilizing the organization's issue management systems, solving problems.

Behavioral Competencies

• Ensures Accountability

• Manages Complexity

• Communicates Effectively

• Balances Stakeholders

• Collaborates Effectively