Onboarding Administrator / Coordinator

As the Onboarding Administrator, you will

Own the internal scheduling tools used to book calls for customers and internal teams

Maintain account capacity and load balance for the onboarding team

Assign accounts to onboarders based on availability and account complexity

Help ensure maximum customer call stick rate to meetings by follow up on missed calls and rescheduling customers

Re-engage customers that have become unresponsive and missed scheduled calls with the onboarding team

Set up new team employees on shared services and softwares

Facilitate out of office coverage to ensure all customer facing calls are covered when people take planned time off or unexpected flex time

Track compliance of proper call booking procedures

Escalate potential At Risk accounts to the Retention Specialist for further engagement

To be successful in this role, you'll need:

• 2+ years experience in an administrative or customer facing role
• Demonstrated ability and desire to get on the phones and reach out to customers
• Well versed in following defined procedures and providing feedback on opportunities for improvement
• Flexibility and ability to adjust on the fly to new demands; a high sense of urgency

Strong communication skills

• Strong attention to details and balance handle multiple priorities
• Excellent planning, time management, organizational and interpersonal skills
• The ability to consistently deliver on commitments

To be successful in this role, you'll need:

• At least 2+ years of relevant experience preferred or Home Service industry knowledge and experience
• Experience with ServiceTitan software a big plus
• Exceptional project management skills; Proven ability to multi-task and manage multiple moving pieces at a time while paying strict attention to detail
• Exceptional customer relationship skills and a clear view on what constitutes excellent customer service
• Familiarity with SaaS business models a plus

About ServiceTitan

ServiceTitan is the world's leading and fastest-growing software technology platform for the trades, a trillion-dollar global industry. We help small business entrepreneurs run and grow their businesses. For more information about ServiceTitan, visit www.ServiceTitan.com.

Perks & Benefits

• 1. Work/Life Balance: flexible work schedule, flexible PTO
• 2. Family-Friendly Benefits: extended parental leave, pregnancy support, 20k in adoption reimbursement, Snoo Smart Sleeper, back-up childcare credits, legal benefit, discounted pet insurance
• 3. Enrichment: ongoing learning culture with access to Linkedin Learning and professional development workshops, diversity charter groups, orientation program, career pathing opportunities, mentorship programs
• 4. Health & Wellness: company-paid medical/vision/dental/life insurance/disability, employer HSA contribution, free One Medical membership, care coordination support, 401(k) with company match, stipend for home office equipment/supplies, gym discounts, monthly cell phone stipend

Equal Opportunity Employer

ServiceTitan does not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws. At ServiceTitan, our mission is to help our Titans and customers achieve the extraordinary. We are an equal opportunity employer and we celebrate the diversity that each Titan brings to the table. We believe that the convergence of fresh, unique perspectives and experiences from all walks of life is what makes our product and culture so great - and there's always room for more.