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PDI Technologies empowers leading convenience retail and petroleum brands with cutting-edge technology solutions, including mobile applications like GasBuddy. The company connects convenience across the globe, helping businesses increase productivity, make informed decisions, and engage customers through loyalty programs and real-time market intelligence.
As an Onboarding Specialist, you will be a key part of our customer success team, helping customers solve issues and master our product offerings. You will serve as a bridge between PDI and our clients, ensuring smooth onboarding experiences and ongoing product adoption.
Key Responsibilities:
- Provide advanced product and service information, responding to complex customer questions with expertise
- Handle escalated customer issues promptly and appropriately, with managerial oversight as needed
- Manage CRM data by scheduling follow-ups and entering relevant information after each customer contact to support retention and business development
- Develop your own capabilities through training, coaching, and staying current with technology, regulations, and industry best practices
- Operate and monitor installation systems and devices, making necessary adjustments
- Recognize and pursue sales opportunities during service interactions (service-into-sales)
- Collect, analyze, and respond to customer feedback systematically
- Provide technical support by identifying, diagnosing, and resolving customer technical problems
- Cross-sell and up-sell services to expand account value
You will work with full competence in customer-focused service delivery, leveraging digital communications (email, text, chat, social media), mastering service conversations, and building strong customer relationships. You'll navigate complex customer challenges, establish trust quickly, and maintain a systematic approach to issue resolution. The role requires intermediate to advanced digital literacy, adaptive thinking, and the ability to manage complexity while balancing stakeholder needs.
Requirements:
- Customer-focused approach with demonstrated ability to orient work around customer needs
- Proficiency in digital communications and ability to leverage multiple channels effectively
- Mastery of service conversation frameworks (open, learn, reply, close)
- Ability to navigate and resolve customer frustrations professionally
- Strong rapport-building and trust-establishment skills
- In-depth questioning and probing abilities to extract comprehensive information
- Technical support competency: ability to identify, diagnose, and resolve technical problems
- Customer service delivery experience, typically working independently with ability to provide technical guidance
- Intermediate to advanced digital literacy
- Understanding of customer due diligence and regulatory compliance principles
- Behavioral competencies: accountability, complexity management, effective communication, stakeholder balancing, and collaborative teamwork
- Intermediate level capability in service-into-sales and account expansion (cross-sell/up-sell)
