Centralized Client Onboarding Specialist - MI-SBDC (part-time temp hourly)

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.

Responsibilities

Provide a professional, consistent, and welcoming first point of contact for all clients; Prepare for and conduct scheduled welcome phone calls with potential new clients; Introduce Michigan SBDC services, confirm eligibility for no cost consulting, and route clients to the appropriate consultant; Manage and triage inbound calls to the primary client-facing phone number; Escalate complex client inquiries or system discrepancies to the Centralized Client Intake Manager; Accurately record client data in Salesforce and use Slack for internal team communication; Use Intake-specific approved AI tools for consultant-ready data extraction from onboarding sessions; Utilize Google Workspace and Calendly for onboarding sessions to prevent double-bookings; Strictly follow standardized scripts, knowledge bases and SOPs developed by the Lead Center; Accurately log data for each onboarding session; Participate in quality reviews of Salesforce data entry and onboarding processes

Requirements

Exceptional verbal and written communication skills, with a strong telephone presence; Experience in direct customer services, preferably high-volume customer-facing scheduling and service; Proven ability to follow Standard Operating Procedures (SOPs) and standardized scripts; Demonstrated ability to navigate and adapt to multiple digital environments, including Google Workspace, Gemini, Calendly and Salesforce; Ability to distinguish between administrative/triage needs, including escalations, and substantive consulting or diagnosis; Must be legally authorized to work in the United States and must not require sponsorship now or in the future; Candidates must currently live in Michigan or be willing to relocate prior to the start date

Nice to have

Conversational and business Spanish; Proficiency with Google Workspace, Calendly, Slack and Salesforce