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.

Onboarding Specialists help our customers solve issues and train said customers to use our product.

Provide advanced product/service information and respond to complex customer

questions about the product/service.

Respond to more advanced issue escalations promptly and appropriately;

provide managerial approvals as required.

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.

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.

Operate installation systems and devices, and make adjustments as necessary.

Works with full competence to orient the organization around delivering to the key needs of customers. T

Works with full competence to leverage digital communication (email, text, chat,

social media) to create positive, defining moments for customers.

Works with full competence to navigate customer conversations by leveraging

the four parts of a service conversation: open, learn, reply, and close.

Works with full competence to navigate conversations in which the customer is

frustrated or unhappy with the organization.

Works with full competence to connect with customers to strengthen the

relationship, meeting personal needs through positive customer experiences.

Works with full competence to make every customer interaction positive by

leaving the customer feeling understood, appreciated, and confident in the

organization's ability.

Works with full competence to probe and explore complex subjects thoroughly,

extracting comprehensive information through insightful questioning to enhance

understanding and decision-making processes.

Works at an intermediate level to recognize sales opportunities during service

interactions to enhance overall customer service.

Works with full competence to quickly and effectively establish trust within the buying centers in the client's organization.

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.

Works with full competence to establish and maintain a systematic process for

collecting, analyzing, and responding to customer feedback within the call center

environment.

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.

Works with full competence to conduct comprehensive assessments of potential

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

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

required standards. Typically works without supervision and may provide

technical guidance.

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.

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.

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

and up-sell opportunities.

Works with full competence to resolve identified issues promptly and sustainably

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

Behavioral Competencies

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Ensures Accountability

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Manages Complexity

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Communicates Effectively

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Balances Stakeholders

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Collaborates Effectively

PDI is committed to offering a well-rounded benefits program, designed to support and care for you, and your family throughout your life and career.  This includes a competitive salary, market-competitive benefits, and a quarterly perks program. We encourage a good work-life balance with ample time off [time away] and, where appropriate, hybrid working arrangements.  Employees have access to continuous learning, professional certifications, and leadership development opportunities. Our global culture fosters diversity, inclusion, and values authenticity, trust, curiosity, and diversity of thought, ensuring a supportive environment for all.