Centralized Client Onboarding Specialist

As a temporary employee of GVSU, the Centralized Client Onboarding Specialist serves as the critical "front door" for the Michigan SBDC, welcoming and onboarding new clients into our organization. Under the direction of the Centralized Client Intake Manager, this role is responsible for executing a high-performance, standardized statewide onboarding process, keeping the client at the center of what we do. Specialists will use standardized scripts, triage logic, scheduling, CRM, and AI systems to ensure every client is efficiently assessed and matched with the right consultant based on region and expertise. Employment is expected to be a 1-year term, and employment renewal is contingent upon available funding. Part-time position working a maximum of 29 hours per week. Primary Duties: 1. Call Management & Client Triage - Intake Execution: Provide a professional, consistent, and welcoming first point of contact for all clients. - Welcome Meetings: Prepare for and conduct scheduled phone calls with potential new clients. Introduce Michigan SBDC services, gather accurate information to confirm eligibility for no cost consulting, and route clients to the appropriate consultant. - Inbound Call Routing: Manage and triage inbound calls to the primary client-facing phone number. - Complex Case Escalation: Escalate complex client inquiries or system discrepancies to the Centralized Client Intake Manager for resolution. - Consultant Success: Conduct all onboarding activities to set the stage for a high-quality initial client-consultant meeting. 2. Systems Management & AI Utilization - System Compliance: Accurately record client data in Salesforce and use Slack for internal team communication. - AI Utilization: Use Intake-specific approved AI tools to ensure high-fidelity, consultant-ready data extraction from onboarding sessions. - Calendar Management: Utilize Google Workspace and Calendly for all onboarding sessions to prevent double-bookings. 3. Operational Adherence & Data Tracking - Protocol Adherence: Strictly follow all standardized scripts, knowledge bases, and standard operating procedures (SOPs) developed by the Lead Center. - Session Tracking: Accurately log data and information for each onboarding session for use in consulting and reporting. - Workflow Participation: Participate as required in quality reviews of Salesforce data entry and onboarding processes. Required Knowledge, Skills and Abilities: - Communication: Exceptional verbal and written communication skills, with a strong telephone presence. - Customer Success Experience: Experience in direct customer services, preferably high-volume customer-facing scheduling and service, where maintaining a high standard of professional "first impression" is critical. - Process Orientation: Proven ability to follow Standard Operating Procedures (SOPs) and standardized scripts to ensure consistency. - Technical Dexterity: Demonstrated ability to swiftly navigate and adapt to multiple digital environments, including the rapid learning and integration of new productivity tools (e.g., Google Workspace, Gemini, Calendly) and CRM platforms (e.g., Salesforce) into daily workflows. - Systemic Thinking (Triage Mindset): The ability to distinguish between administrative/triage needs, including escalations, and substantive consulting or diagnosis. Preferred Knowledge, Skills and Abilities<