Works Performed:
Duties may include, but are not limited to, the following:
- Collect, summarize, and analyze onboarding information on new facility business rules.
- Participate in the preparation of weekly implementation reports.
- Participate in weekly implementation meeting, providing updates and ability to lead meeting, as needed.
- Perform call and network testing for new facilities. Troubleshoot with Support team as needed.
- Participate in the design of forms and assist with the implementation of systems and processes
General Responsibilities:
Responsible for overall Client onboarding experience through:
- The successful execution of onboarding and implementation of client facility into the Parker System.
- Salesforce case management from inception to requesting invoice and close:
- Updating client requests, hardware updates and go-live dates.
- Ensure SF cases contain proper invoicing order lines, submitting change requests as needed.
- Maintaining consistent follow-up and effective client communication.
- Effective and accurate Parker facility set up in a timely manner.
- Contacts, business rules, images, schedules, etc.
- Working with the Client Success Specialist to improve processes as needed, to scale with the client base growth.
- Ensuring communication flows are established and utilized between departments at Parker – this position is a conduit of information between Sales, Tech Services and Call Center Operations.
Manage the implementation process for new facilities by:
- Working with the technical leader to manage hardware and software intercom set up for all active installs.
- Assisting in meetings with customers, through Zoom and/or phone calls, to discuss their business needs, policies and communication paths.
- Customize the implementation plan according to the client’s business needs.
- Enter new contacts in Salesforce and enable appropriate alerts.
- Enter contact information in Parker and send training documents for call log reports to clients.
Ensure a smooth Go-Live and transition by:
- Communicating new facility information and needs to the Call Center leadership team.
- Review calls the initial week of go live to include weekday/weekend calls.
- Ensure successful test calls and all lanes/applications are working successfully.
- Send overview assessment to facility manager clarifying any open questions.
- Work with Call Center leadership/QA to address any training needs with CSRs.
- Update notes in Parker as needed based on call flow and details from the live calls.
- Work in the Call Center one day a month to understand flow and be able to help be a liaison between the call center and client.
Culture Fit
Help maintain a culture that consists of:
- Teamwork
- Communication
- Acceptance and appreciation for hard work, dedication and respect for the job
Represent the core values of Parker to co-workers, leadership, facility contacts and facility customers:
- Honesty and Integrity
- Goes above and beyond
- Excellence in Communication
- Critical Thinking
- Noble Intent
- Servants Heart
PARKER Care:
Understand the document, what it is intended to do and use the principles in communications with staff, facility contacts and facility customer interactions.