Customer Onboarding Specialist (Offshore)

Role Summary

Responsible for validating new commercial customer setup in system and conducting proactive outreach to confirm service expectations, eliminating downstream billing and account issues before they start.

Key Responsibilities

• Validate customer account setup in system against sales order and contract terms
• Identify and flag data discrepancies (billing address, tax status, contract terms, service frequency) before first invoice
• Conduct outbound welcome calls to new commercial customers within a defined window of setup
• Confirm customer's preferred billing method, contact, communication cadence, and service expectations
• Document customer preferences in system of record for downstream teams (billing, collections, service)
• Partner with Sales and Operations to resolve setup gaps identified during validation
• Escalate account-level risks (incomplete data, customer dissatisfaction signals) to onboarding leadership
• Track and report on time-to-clean-setup and first-invoice accuracy
• Validate work order Management process (3rd party portal, email, phone, chat)
• If 3rd party portal, validate portal and billing system match with 1-1
• Identify and flag data discrepancies (billing address, tax status, contract terms, service frequency, pricing) before first invoice
• Provide appropriate payment routing information ie. ACH detail
• Get what company name will be on the payment that we receive

Qualifications

• 2+ years customer service or account management experience, B2B preferred
• Strong verbal English communication skills for customer-facing calls
• Comfortable navigating ERP/CRM systems (Aspire, Salesforce, or similar)
• Detail-oriented, comfortable with data validation work
• Experience in billing, AR, or commercial services industry a plus