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Attentive OnBoarding Coordinator

Camp Life Full-Time  United States 6 Jul 2022

Job Description

Location:  US Locations Only; 100 % Remote

Who You Are

Your friends describe you as a “go getter”. You are a forward thinker who likes to embrace new technologies and find creative, efficient solutions. You generally take life by the horns but understand that you are not always the smartest person in the room. You enjoy working with people, you’re collaborative, humble, willing to ask questions and provide answers. You get that to succeed, everyone must succeed, and that our customers come first.

Besides making incredible software that helps park operators live their BEST lives, we are committed to creating dependable relationships with our customers and each other.  As an Onboarding Coach, your primary role is to support customers in the transition and adoption of our software for use at their campgrounds.  You’d serve as the park’s personal coach, guiding customers to the most efficient and effective implementation solutions that best meet their needs.  While the work is performed remotely, you may need to travel from time-to-time to attend CampLife meetings and events at various locations around the country.

Who We Are

As outdoor enthusiasts, camping is an essential part of our recreation with friends and family. However, we realized that booking a campsite wasn’t nearly as easy as booking a hotel stay. Why couldn’t it be that easy to reserve time in nature? So in 2006 we set out on a new adventure—make a simple and intuitive way to book a campsite on the interweb. Since then, we’ve become one of the fastest growing (adding new customers all the time), industry-leading, cloud-based campground management and online reservation software companies.

We’re an intentionally small team based in Mount Juliet, TN and we take our time finding the right people who believe in our mission. For us, this is not just a job—it’s our passion! We take pride in our work and “own our own stuff”. We work hard to be proactive and solve problems. But most importantly, we get what good customer service looks and feels like and want to be the best! We either add value to the market by making campground management and reservations easy, or we find something else to do. To quote the great Yoda, “Do or Do Not. There is no try!”

Necessary Qualifications for the Job

  • High school diploma or equivalent
  • A minimum of 2 years of applicable customer service experience
  • Working knowledge of computer systems, software and applications, and the Internet in general
  • Working knowledge of Excel and other Office 365 products
  • Knowledge of or background in accounting preferred

Fitting into the Culture

Customer Focus

  • Set clear expectations with new customers and deliver on those expectations.
  • Create dependable relationships with customers.
  • Willingness to understand customer challenges and dedication to creatively solving them.

Humility

  • Demonstrates a fundamental respect for others.
  • Willing to share and learn together.

Teamwork

  • Interest in building and maintaining a strong rapport with team members.

Communication

  • Ability to listen, speak, write, and communicate well in English.
  • Comfortable thinking, talking, and typing all at once.

Problem Solving

  • Listen carefully to understand questions and concerns.
  • Diagnose and quickly find resolutions to problems.

Technical Knowledge

  • Well-organized and pays attention to detail.
  • Genuine interest in learning about computer programs and software applications.
  • Comfortable explaining and teaching computer-related tasks to non-technical individuals.

Drive for Results

  • Ability to quickly gather pertinent details and learn on the job.
  • Take initiative to complete work independently.
  • Capable of working on multiple tasks simultaneously.
  • Conduct and coordinate park implementations to meet targeted go-live dates.

Day-to-day Work Expectations

Develop and Manage Go-Live Plans for New Parks

  • Develop detailed project plans for new customers as assigned. Identify all key steps, deliverables, and milestones in collaboration with the Team Lead and other CampLife teams.
  • Establish sound working relationships with assigned parks. Set clear expectations and deliverables with park representatives and communicate this information to participating CampLife team members.
  • Track project progress and provide regular updates to the Onboarding Team Lead and CampLife leadership.

Coordinate and Conduct Go-Live Preparation for New Parks

  • Gather all necessary data to setup new parks within Hub. Listen to customers to guide the customer to implementation solutions that best meet their needs.
  • Provide the most efficient, effective solutions possible within CampLife environment that minimizes the level of work needed to work within the system by the customer.
  • Conduct detailed work to set up new parks in CampLife systems in collaboration with customers and team members, including:
    • creating park sites and coordinating the development of park maps
    • defining campground rates and rental rules/procedures
    • customize park branding
    • configuring park accounting and credit card processing
    • coordinate the import of guest and reservation data from pre-existing systems
  • Test deployments to ensure customer requirements have been met. Ensure that all imported data is accurate and functional, when applicable.
  • Train customers on CampLife systems throughout the onboarding process. Host formal training as requested by customers.

Complete New Park Go-Live

  • Demonstrate final system functionality. Finalize and approve go-live with customers.
  • Deploy parks on target go-live dates. Troubleshoot issues identified by customers and campers during the go-live process.  Reach out to appropriate teams for assistance as needed.
  • Complete project materials and provide appropriate systems documentation to the customer. Encourage customers to obtain further training to address any remaining knowledge gaps.
  • Coordinate a smooth hand-off of completed projects to the Customer Success team.

Process Improvement

  • Collaborate with the Onboarding Team Lead to help improve the onboarding experience.
  • Suggest and make improvements in a streamlined and documented way.
  • Work with team members to build efficiency into the various parts of the onboarding process.

Want to be a CampLifer? Fantastic!

We believe in hiring smart people and giving them the support they need. Besides working with a team fueled by a mission, you may also enjoy some of these perks:

✓     A fully remote position (even pre-pandemic!)

✓     Competitive paid time off plan, including holidays and your birthday

✓     Health, life, dental, vision, and disability insurance

If this sounds like the type of position that pumps you up (or at least makes you smile) please send a resume and cover letter to jobs@CampLife.com.

When you send those two items, tell us a bit about yourself:

  1. What was the last book you read and how did it impact you?
  2. How would you define an excellent team player?
  3. How have you served others in the past 12 months?

We hope to hear from you soon!

Location: US Locations Only

https://www.getcamplife.com/jobs/

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