Job Description

Reports To: Onboarding Manager

Desired Hours: 40 hours/week

The Onboarding Specialist is responsible for guiding new clients in launching their website and services. Onboarding Specialists serve as our client’s primary point of contact throughout the development and launch of their website. In this role, you will be responsible for making a strong first impression on our clients during the first weeks and months and exercising an expert-level of product knowledge to ensure our clients are able to realize the full benefits of their website package.

Primary Responsibilities:

• Initiate a successful customer experience by understanding client goals and translating that knowledge into the website setup and launch.
• Able to handle multiple clients in different stages of the onboarding process (average number of clients ranges from 20 – 40 at one time).
• Provide education (or proper resources) to clients on the products/services purchased, website editor, portal, and other applications.
• Demonstrate excellent customer service; consistently going above and beyond to ensure the client has a positive experience and long-lasting relationship.
• Ability to stay on task, monitor approaching deadlines, and hold clients accountable for the delivery of specific content, forms, photos, etc.
• Monitor client support tickets and work closely with internal teams to ensure work is done on time and to the client’s specifications.
• Other duties as assigned by Manager.

Requirements/Skills:

• Self-starter with the ability to work independently and in a team environment.
• Experience in account management or customer experience verticals.
• Action-oriented and solution-driven. Strong customer service skills and demeanor including positive attitude, empathy, confidence, flexibility.
• Able to stay calm under pressure, especially with demanding clients and escalated service issues.
• Exceptional interpersonal, communication, and relationship-building skills with the ability to be assertive, diplomatic, and tactful with a diverse population group.
• Excellent verbal and written communication skills.
• Excellent organizational and time management skills.
• Attention to detail and ability to meet deadlines.
• Ability to creatively approach complex issues.
• Exercise professional judgment in analyzing and resolving client issues.
• Basic understanding of editing template-based websites. (Nice to have but not required)

At Internet Brands, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the compensation for this role to be $21 / hour and depend on your skills, qualifications, and experience. We encourage all interested candidates to apply.

In addition to our awesome culture, we offer a comprehensive benefits package designed to support the health and well-being of you and your family. Our benefits include health insurance options such as medical, dental, and vision coverage, flexible spending accounts (FSA) for medical and dependent care, short-term and long-term disability insurance, and life and AD&D insurance. We also provide a 401(k) retirement savings plan with a company match, paid time off (PTO), paid holidays, as well as access to our Employee Assistance Program (EAP) and well-being coaching services. In addition, employees can take advantage of voluntary benefits such as home, auto and pet insurance, and discounted legal and financial services. For more details, feel free to inquire during the interview process.

Internet Brands®, headquartered in El Segundo, Calif, is a fully integrated online media and software services company focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's properties and platforms include the WebMD, Medscape, and Henry Schein ONE networks, which are the global leaders in their markets; Nolo, Avvo, and Martindale, which form the largest consumer information provider in the legal market; and CarsDirect, Fodor's Travel, and many others which are leaders in their key vertical markets. Internet Brands' award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. The company's powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth. Internet Brands is a portfolio company of KKR and Warburg Pincus.

Internet Brands is an equal opportunity employer, and we welcome applicants from all backgrounds. We comply with all applicable laws and regulations, including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO).

Notice to California residents: you can find information about our privacy practices, on: https://www.internetbrands.com/work-with-us/cpra