Better Business Bureau – Serving the Heart of Texas Customer Onboarding CoordinatorFLSA Status: Non-ExemptReports to: Customer Service Manager Salary: $26.50Location: Austin, TX (Hybrid position)
Bilingual: Spanish preferredWe are an equal-opportunity employer that values diversity. We do not discriminate based on race, religion, ethnicity, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.*BBB participates in E-Verify and will provide the federal government with your I-9 information to confirm you are authorized to work in the U.S.Why BBB?BBB Serving the Heart of Texas is an award-winning organization recognized as the Best Non-Profit to Work for seven consecutive years.We are a mid-sized organization committed to growth and take pride in our culture, which includes a strong work ethic balanced with a real sense of fun, work-life balance, and achievement! Who are you?BBB Heart of Texas is looking for a responsible individual to join our Austin office as a Customer Onboarding Coordinator. You will be pivotal in ensuring seamless transitions for customers and benefactors who join as members, receive services, or benefit from our Programs, Products, and Services offerings.About the positionThe Customer Onboarding Coordinator, in partnership and collaboration with other internal stakeholders, is responsible for fostering a positive experience for all customers and benefactors through effective communication and assistance, like with accreditation benefits, profile information, and discrepancies. Additionally, this role serves as team lead, guiding the team’s work and providing direction, facilitation, and coordination to ensure customer onboarding is executed appropriately and in compliance with policy.Essential duties and responsibilities

• Design, support, and advance the customer onboarding process to ensure comprehensive inclusion of all business entities and benefactors.
• Support the Uniform Minimum Accreditation Process (UMAP) and Minimum Accredited Business Monitoring Process (MABMP).
• Facilitate and coordinate monitoring processes to ensure consistency and trend analysis in customer service.
• Prepare and analyze performance metrics to drive improvements in customer service quality and effectiveness. Ensure data accuracy and integrity across all customer interactions and internal processes uphold BBB’s commitment to excellence in service delivery.
• Lead new hire training and ongoing development initiatives to enhance customer service skills and knowledge.
• Provide initial support to address and de-escalate customer issues, coordinating escalations as needed.
• Coach and support customer service teams, escalating performance concerns to management and fostering a culture of excellence.

• Communicate effectively with new customers to guide them through onboarding and address any inquiries or concerns.
• Lead and motivate a team of onboarding specialists to ensure a smooth and efficient customer onboarding experience.
• Empathize with customers' needs and concerns to build rapport and foster positive relationships during onboarding.
• Adapt to changes in customer requirements or company policies to accommodate evolving needs and ensure successful onboarding.
• Resolve conflicts or challenges that may arise during the onboarding process, demonstrating strong problem-solving skills and conflict-resolution techniques.
• Demonstrate emotional intelligence in managing customer interactions, understanding their perspectives, and maintaining professionalism and empathy throughout onboarding.
• Manage time effectively to prioritize tasks and meet deadlines while maintaining high-quality standards in customer service delivery.
• Collaborate with internal teams to streamline and improve the onboarding process, identifying areas for enhancement and implementing solutions for continuous improvement.
• Utilize strong problem-solving skills to address complex onboarding issues or obstacles, finding creative solutions to ensure customer satisfaction.
• Hold oneself and the onboarding team accountable for delivering exceptional service and meeting performance goals, maintaining a culture of accountability and excellence.
• Provides support for other duties as assigned.

• Proficiency in MS Office applications and office equipment, adept at troubleshooting.
• Excellent verbal and written communication skills for positive customer service.
• Strong interpersonal skills with a focus on confidentiality and sensitive information handling.
• Business writing expertise for effective communication with stakeholders.
• Problem-solving ability for escalated issues, with autonomy before managerial assistance.
• Skill in preparing comprehensive summaries and recommendations for leadership.
• Experience in creating procedures, policies, and training materials.
• Proficient in managing tasks and maintaining structured workflows, prioritizing attention to detail and organization as fundamental components.
• Knowledge and understanding of project management methodologies.

• A Bachelor’s degree or equivalent combination of education and experience provides the required knowledge, skills, and abilities.
• 2-3 years experience in a Customer Service setting
• 1-2 years experience in a team lead or leadership role
• Bilingual in Spanish Preferred.

• No nights or weekends!
• Flexible 40-hour schedule
• Medical and additional benefit packages are available.
• Group rates for health, dental, and vision coverage for dependents.
• Tax-free Flex Spending Account/Health Savings Account
• 401(k) retirement plan with a 5% match and immediate vesting.
• Free Employee Assistance Programs
• Eleven (11) paid holidays and birthdays off!